Product Support Engineer in Columbus, OH

$80K - $100K(Ladders Estimates)

Veeva Systems Inc   •  

Columbus, OH 43085

Industry: Enterprise Technology

  •  

Not Specified years

Posted 55 days ago

At Veeva, we build enterprise cloud technology that powers the biggest names in the pharmaceutical, biotech, consumer goods, chemical & cosmetics industries. Our customers make vaccines, life-saving medicines, and life-enhancing products that make a difference in everyday lives. Our technology has transformed these industries; enabling them to get critical products and services to market faster. Our core values, Do the Right Thing, Customer Success, Employee Success, and Speed, guide us as we make our customers more efficient and effective in everything they do.


The Role


We 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 Pharma & Life Sciences SaaS space. 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.


What You'll Do

  • Provide global support covering all issues related to Veeva Network and Veeva OpenData
  • Become a Subject Matter Expert (SME) and use this knowledge to ensure client success
  • Support client administrators across multiple organizations
  • Troubleshoot critical production issues affecting end-users, including system unavailability and data integrity issues
  • Handle inquiries regarding all technical issues, information requests on application capabilities, navigation, installation or configuration
  • Provide coordinated support for getting new releases and configuration changes into production
  • Gather information for analysis, carry out the necessary research, setup test environments, replicate issues locally and propose resolutions or workarounds
  • Be a client facing representative of the Development and Product teams
  • Document new processes and keep existing documentation and tools up to date as the environment changes
  • Interface with engineering, product management, and professional services when necessary
  • Attend daily meetings and provide status updates

Requirements

  • Knowledge of SQL Database/ability to write queries
  • Ability to diagnose and use industry standard tools and techniques to assure the application performs to client expectations
  • The confidence, communication, and interpersonal skills to lead customers, from technical personnel to C-level executives, in urgent or critical situations
  • Experience in cloud/hosted software environments
  • Experience in a Software Support role
  • The desire to learn new soft and technical skills and to coach, mentor, and train peers throughout the organization

Nice to Have

  • Experience working with CRM Software
  • Salesforce.com administration experience
  • Experience working in a small team/startup environment
  • Experience working with development or in a devops role

Perks & Benefits

  • Flexible PTO
  • Healthy, free, provided lunches and snacks every day
  • Allocations for continuous learning & development
  • Discounted gym membership


Valid Through: 2019-10-14