Product Support Engineer

Responsibilities

• Provide global support covering all issues related to Veeva Vault and integrations with 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

Languages