Product Support Engineer Clinical

3 weeks ago

Hyderabad, Telangana, India Veeva Systems Full time
Job Description

Join a young and exciting company, 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 responsible for supporting our customers, as well as internal stakeholders like 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 comprehensive support covering all issues, primarily related to Veeva Clinical Platform (Clinical Data + Clinical Operations) applications.
- Become a Subject Matter Expert by thoroughly learning our software.
- Handle inquiries regarding technical issues and 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.
- Serve as 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 the Product Support Knowledge Base.

Requirements:

- 3+ years work experience in Level 2/3 Application Support, with 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, with experience 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.

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