Product Support Engineer

2 weeks ago

hyderabad, India Veeva Systems Full time

The Role


We are currently seeking a talented Product Support Engineer in India, to join our R&D 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 remote, full-time, Monday – Friday, permanent job with rotational on call responsibilities for weekend coverage. Veeva is a work anywhere company with no location requirement. Applicants who live in Pune, Bangalore, Chennai are encouraged to apply.

What You’ll Do

Provide support covering all issues related to Veeva Vault Quality Suite applications, primarily to India customers. 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 Self-motivated, experience of working successfully in a rapidly changing environment and handling pressure Eager to learn new technical, communication and interpersonal skills  Ability to replicate & diagnose issues using industry-standard tools and techniques, and propose resolutions or workarounds Excellent verbal and written communication skills in English and Hindi

Nice to Have

Experience with the life science and healthcare industry Experience working with Enterprise Software Support, preferably Content Management Solutions Experience working with Zendesk, Jira, and Confluence

Perks & Benefits

Allocations for continuous learning & development Health insurance with generous coverage limits Allowance for wellness & fitness programs

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