Product Support Engineer - CRM
Veeva Systems
 OH (Ohio)
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 CRM 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 CRM and Salesforce.com
  • Learn everything about our software and use that knowledge to ensure client success
  • Support the 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.
  • Experience working with Mobile Apps, iOS or Windows
  • 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 environment
  • 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
  • Exposure to Object-oriented programming, basic web programming concepts.

Nice to Have

  • Salesforce.com administration / development
  • Experience working with CRM Software
  • Experience working in a small team/startup environment
  • Experience working with development or in a DevOps role.
  • Understanding of HTML 5, JavaScript, Python, Java, XML, JSON

Perks & Benefits

  • Flexible PTO
  • Allocations for continuous learning & development
  • Health & wellness programs
  • Provided Lunches


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.