Product Support Engineer - SFA

Veeva Systems is a mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster. As one of the fastest-growing SaaS companies in history, we surpassed $2B in revenue in our last fiscal year with extensive growth potential ahead.
At the heart of Veeva are our values: Do the Right Thing, Customer Success, Employee Success, and Speed. We're not just any public company – we made history in 2021 by becoming a public benefit corporation (PBC), legally bound to balancing the interests of customers, employees, society, and investors.
As a Work Anywhere company, we support your flexibility to work from home or in the office, so you can thrive in your ideal environment.
Join us in transforming the life sciences industry , committed to making a positive impact on its customers, employees, and communities.
The Role
We are currently seeking a talented Product Support Engineer in Dalian, China, to join our 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 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 detail-oriented, be able to manage multiple tasks and priorities and provide reliable technical support to our customers.
What You'll Do

• Support domestic and MNC pharmaceutical customers, provide technical support covering all issues related to Veeva China SFA products
• 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
• Interface with engineering, product management, and services when necessary
• Troubleshoot critical production issues affecting end-users, including system unavailability and data integrity issues
• Create and maintain knowledge articles in our customer support portal
  

Requirements

• Bachelor’s degree in a related field
• Business English verbal and written communication skills in English
• 1+ years of technology/admin/software/level 2 support / Software Engineering related work experience
• Knowledge of SQL database/ability to write queries
• Proven ability to collaborate and communicate with customers
• Excellent analytical and problem-solving skills
• Experience working successfully in a rapidly changing environment and handling pressure
• Availability to work a rotating weekend & holiday on-call schedule
  

Nice to Have

• Knowledge and background in life sciences and/or CRM
• Development Experience with Java/.Net/Node.js/ Python etc
• Experience with log analysis systems, like Kibana
• Experience in cloud/mobile platform environment
  

Veeva’s headquarters is located in the San Francisco Bay Area with offices in more than 15 countries around the world.
Veeva is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances.