Product Support Engineer

Veeva Systems is a 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 $3B 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 Columbus, Ohio, to join our busy 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 Consulting and Sales Engineering 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 job with rotational on-call responsibilities for evening coverage. (Note: for this role, we are unable to sponsor F1 or H1-B visas at this time).

What You'll Do

• Provide global support covering all issues related to Veeva Vault and integrations with Veeva CRM and Salesforce.com
• Learn everything about our software and use that knowledge to ensure client success
• Support the client administrators across multiple organizations
• Troubleshoot critical production issues affecting end-users, including system unavailability and data integrity issues
• Handle inquiries regarding all technical issues, information requests on application capabilities, navigation, installation, or configuration
• Provide coordinated support for getting new releases and configuration changes into production
• Gather information for analysis, carry out the necessary research, setup test environments, replicate issues locally, and propose resolutions or workarounds
• Be a client-facing representative of the Development and Product teams
• Document new processes and keep existing documentation and tools up to date as the environment changes
• Interface with engineering, product management, and professional services when necessary
• Attend daily meetings and provide status updates

Requirements

• A self-motivated, self-described techy, eager to learn new software. We look at any and all prior experience, even unofficial. Have you designed a personal website? Built a mobile App for a friend's company? Tell us about it!
• Computer or Software administration / development
• Knowledge of SQL database / ability to write queries
• Understanding of HTML, XML, JSON
• Experience building / working with Mobile Apps, iOS or Windows
• Ability to diagnose and use industry-standard tools and techniques to assure the application performs to client expectations
• Experience working with CRM Software
• The confidence, communication, and interpersonal skills to lead customers, from technical personnel to C-level executives, in urgent or critical situations
• Experience in cloud / hosted software environment
• Experience in a Software Support role
• Experience working in small team/start up environment
• Experience working with development or in a DevOps role
• The desire to learn new soft and technical skills and to coach, mentor, and train peers throughout the organization
• Exposure to Object oriented programming, basic web programming concepts
• Knowledge of Java to be able to review and troubleshoot code

Interviewing with Veeva

We value your time and believe in a transparent hiring process. Here is the process you can expect.

• Follow the application process and submit your resume.
• Within 3 days, you will receive a link to a personality assessment administered by a third party.
• Once you complete the assessment, our team will review your full application package and follow up via email with our decision.
• If moving to the interview stage, the process is as follows:
  1. A conversation with the hiring manager
  2. A practical case exercise
  3. A final conversation with our group's Senior Leader.
• Once all interviews are complete, the manager will be in touch with a final decision.

Perks & Benefits

• Medical, dental, vision, and basic life insurance
• Flexible PTO and company paid holidays
• Retirement programs
• 1% charitable giving program

Compensation

• Base pay: $50,000 - $100,000
• The salary range listed here has been provided to comply with local regulations and represents a potential base salary range for this role. Please note that actual salaries may vary within the range above or below, depending on experience and location. We look at compensation for each individual and base our offer on your unique qualifications, experience, and expected contributions. This position may also be eligible for other types of compensation in addition to base salary, such as variable bonus and/or stock bonus.

#LI-Remote

#Li-Associate

Veeva's headquarters is located in the San Francisco Bay Area with offices in more than 15 countries around the world.

Veeva is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances. If you need assistance or accommodation due to a disability or special need when applying for a role or in our recruitment process, please contact us at View email address on click.appcast.io .

Work Where It's Best for You


Work Anywhere means you can work in an office or at home on any given day. It's about getting the work done in the way and place that works best for each person. This applies across all locations and departments.


Work Anywhere does not mean work at any time. We have predictable core hours where employees are generally available for meetings and collaboration. Employees are focused and available during core hours.


We invest in our offices to make them places where our employees like to go. If you work in the office three or more days a week, you will have a dedicated office workspace. Our offices function as hubs to draw people in, create social bonds, and where random connections and mixing of ideas happen. We're investing more in offices, culture, and offsite meetings, not less.


Product teams are organized in regional product hubs for optimal collaboration and live within a time zone of their hub. Our current product hubs are located in Pleasanton, Columbus, Boston, Kansas City, New York City, Raleigh, and Toronto. We create opportunities for teams to get together in person regularly.


Customer-facing roles, such as Sales and Professional Services, live near and/or travel to their customers.


When an employee moves within a country it does not cause a change in salary. Where you live impacts you and your family. Not knowing if your compensation will change if you move can cause stress and uncertainty for everyone. We wanted to eliminate that.


Work at Veeva. Work where it's best for you.