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 the market leader in the SaaS space with its Industry Cloud for Life Sciences.

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

Nice to have:

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

• Provide global support for all issues related to the Veeva product suite
• Learn the software to ensure client success
• Support client administrators across multiple organizations
• Troubleshoot critical production issues including system unavailability and data integrity
• Handle technical inquiries on application capabilities, navigation, installation, or configuration
• Provide coordinated support for new releases and configuration changes into production
• Gather information, research issues, set up test environments, replicate issues, and propose resolutions or workarounds
• Represent Development and Product teams in client interactions
• Document new processes and maintain documentation as environment changes
• Interface with engineering, product management, and professional services as needed
• Attend daily meetings and provide status updates

This position requires employment eligibility in Poland; no visa or permit sponsorship is provided. The role is a Contract of Employment with Veeva Systems Poland sp. z o.o. There is no possibility for the role to be delivered through a business-to-business (B2B) contract. Business hours are 9 to 18, including a one-hour unpaid lunch break. Data protection notice is provided according to GDPR requirements.