Product Support Engineer – Clinical

mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster. As one of the fastest-growing SaaS companies in history, we surpassed $2B in revenue in our last fiscal year with extensive growth potential ahead.
At the heart of Veeva are our values: Do the Right Thing, Customer Success, Employee Success, and Speed. We’re not just any public company – we made history in 2021 by becoming a public benefit corporation (PBC), legally bound to balancing the interests of customers, employees, society, and investors.
As a Work Anywhere company, we support your flexibility to work from home or in the office, so you can thrive in your ideal environment.
Join us in transforming the life sciences industry, committed to making a positive impact on its customers, employees, and communities.
The Role
We are currently seeking a talented Product Support Engineer in India, to join our Development Cloud Product Support Team. You will be part of a young and exciting company that is recognized as a market leader in the SaaS space with our Industry Cloud for Life Sciences.As a member of the Product Support team you will be charged with supporting our customers, as well as internal stakeholders, such as our Services and Solution Consulting teams. You will work closely with Development and QA teams to diagnose, troubleshoot and resolve complex issues. The successful candidate will need to learn and adapt quickly, be persistent and demonstrate “out of the box” thinking.This is a full-time, Monday – Friday, permanent job with rotational on call responsibilities for weekend coverage. Veeva is looking for a passionate Product Support Engineer to work at our Hyderabad location.
What You’ll Do
Provide support covering all issues, primarily related to Veeva Clinical Platform(Clinical Data + Clinical Operations) applications.
Learn everything about our software to be a Subject Matter Expert
Handle inquiries regarding technical issues, information requests on application capabilities
Troubleshoot critical production issues, including system unavailability and data integrity issues, and propose resolutions or workarounds
Provide coordinated support for getting new releases and configuration changes into production
Be a customer facing representative for the Development and Product teams
Be responsible for ticket and/or customer escalations and drive progress until resolution
Interface with Engineering, Product Management and Services when necessary
Maintain Product Support Knowledge Base
Requirements
3+ years work experience in Level 2/3 Application Support.
Experience in a cloud/hosted environment
Eager to learn new technical, communication and interpersonal skills
Ability to replicate & diagnose issues using industry-standard tools and techniques(e.g.FTP, Postman, AWS Tools), and propose resolutions or workarounds
Self-motivated, experience of working independently with minimal guidance in a rapidly changing environment and handling pressure
Excellent verbal and written communication skills in English
Nice to Have
Experience with the life science and healthcare industry
Understanding of Java, SQL, HTML, XML, JSON, SOAP, REST API
Experience working with Enterprise Software Support, preferably Content Management Solutions
Experience working with Zendesk, Jira, and Confluence
Perks & Benefits
Health insurance with generous coverage limits
Allowance for wellness & fitness programs