Product Support Engineer

Product Support EngineerWe 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 DoProvide global support covering all issues related to Veeva Vault and integrations with Veeva CRM and Salesforce.comLearn everything about our software and use that knowledge to ensure client successSupport the client administrators across multiple organizationsTroubleshoot critical production issues affecting end-users, including system unavailability and data integrity issuesHandle inquiries regarding all technical issues, information requests on application capabilities, navigation, installation, or configurationProvide coordinated support for getting new releases and configuration changes into productionGather information for analysis, carry out the necessary research, setup test environments, replicate issues locally, and propose resolutions or workaroundsBe a client-facing representative of the Development and Product teamsDocument new processes and keep existing documentation and tools up to date as the environment changesInterface with engineering, product management, and professional services when necessaryAttend daily meetings and provide status updatesRequirementsA 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 / developmentKnowledge of SQL database / ability to write queriesUnderstanding of HTML, XML, JSONExperience building / working with Mobile Apps, iOS or WindowsAbility to diagnose and use industry-standard tools and techniques to assure the application performs to client expectationsExperience working with CRM SoftwareThe confidence, communication, and interpersonal skills to lead customers, from technical personnel to C-level executives, in urgent or critical situationsExperience in cloud / hosted software environmentExperience in a Software Support roleExperience working in small team/start up environmentExperience working with development or in a DevOps roleThe desire to learn new soft and technical skills and to coach, mentor, and train peers throughout the organizationExposure to Object oriented programming, basic web programming conceptsKnowledge of Java to be able to review and troubleshoot codeInterviewing with VeevaWe 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:A conversation with the hiring managerA practical case exerciseA final conversation with our group's Senior Leader.Once all interviews are complete, the manager will be in touch with a final decision.Perks & BenefitsMedical, dental, vision, and basic life insuranceFlexible PTO and company paid holidaysRetirement programs1% charitable giving programCompensationBase pay: $50,000 - $100,000The 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.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.