Product Support Engineer - Clinical

The Role

We are currently seeking a talented Product Support Engineer in India, to join our Development Cloud 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 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 support covering all issues, primarily related to Veeva Clinical Platform(Clinical Data + Clinical Operations) applications.
• 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
• Eager to learn new technical, communication and interpersonal skills
• Ability to replicate diagnose issues using industry-standard tools and techniques(, Postman, AWS Tools), and propose resolutions or workarounds
• Self-motivated, experience of 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

Perks Benefits

• Health insurance with generous coverage limits
• Allowance for wellness fitness programs