Team: Product Support
Country: United States
Remote Work Available: Yes
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 $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.

REQUIREMENTS

• Four-year degree in IT-related field or equivalent, 4+ years of product support experience (Tier 2 or higher, Technical Account Manager, Product Support Engineer, etc.)
• 4+ years of experience in Microsoft technologies (Windows Server, IIS, MS SQL Server, etc.)
• Demonstrative experience in debugging and troubleshooting code-related issues (C#, ASP.NET, CSS, Javascript)
• Demonstrative experience with relational database systems (MS SQL) and highly available environments
• Demonstrated proficiency with scripting languages (VBScript, Powershell, Python, T-SQL, etc.)
• Strong written and verbal communication skills

THE ROLE

Veeva Systems, a leader in cloud-based solutions for the global life sciences industry, is looking for an RTSM Product Support Engineer to join our RTSM (Randomization and Trial Supply Management) team. The RTSM Product Support Engineer will be responsible for driving resolution for issues escalated by the Customer Success team. Days and hours of work are generally Monday through Friday, 9:00 AM to 5:00 PM, however, hours are dependent on customer needs and deliverables.

WHAT YOU’LL DO

• Provide Tier 3-level product support, liaising between multiple teams within the RTSM product group
• Work closely with product managers, developers, and engineers to identify, communicate, and resolve issues related to software functionality, new releases, and patches
• Conduct root cause analysis for recurring issues or technical challenges, ensuring that preventive measures and long-term solutions are implemented effectively
• Maintain thorough documentation of all technical issues, resolutions, and known bugs. Update and contribute to internal knowledge bases, FAQs, and troubleshooting guides to assist other support teams and improve overall efficiency
• Facilitate and troubleshoot the myriad of issues associated with designing complex systems and projects