Product Support Engineer

Veeva Systems is a mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster. It is recognized as a market leader in the SaaS space with its Industry Cloud for Life Sciences. The company surpassed $3B in revenue in its last fiscal year and operates as a public benefit corporation (PBC), balancing interests of customers, employees, society, and investors.

• Minimum 2 years of support experience in 2nd- or 3rd-line product support positions
• Desire to learn new soft and technical skills
• Experience working closely with Development and Technical Operations teams
• Ability to diagnose and use industry-standard tools and techniques such as FTP, Postman, AWS Tools
• Fluent in English, both written and verbal
• Analytical mindset and a hands-on problem solver

Nice to have:

• Understanding of Java, SSO, SQL, HTML
• Knowledge of Zendesk, Jira, and Confluence

• Provide global support covering all issues related to the Veeva product suite
• Learn the software thoroughly to ensure client success
• Support client administrators across multiple organizations
• Troubleshoot critical production issues such as system unavailability and data integrity
• Handle inquiries regarding technical issues, application capabilities, navigation, installation, or configuration
• Provide coordinated support for new releases and configuration changes into production
• Gather information for analysis, conduct research, set up test environments, replicate issues, and propose resolutions or workarounds
• Act as a client-facing representative of the Development and Product teams
• Document new processes and maintain existing documentation and tools
• Interface with engineering, product management, and professional services as needed
• Attend daily meetings and provide status updates

This is a full-time position based in Poland. Candidates must be eligible for employment in Poland as Veeva does not provide visa or permit sponsorship. The role requires a Contract of Employment with Veeva Systems Poland sp. z o.o. Business hours are from 9 to 18 with a one-hour unpaid lunch break. The role cannot be performed under a business-to-business contract. Optional on-call duties for weekend coverage.