The RTSM Product Support Engineer drives issue resolution, provides Tier 3 support, troubleshoots application issues, analyzes SQL queries, and maintains documentation, collaborating with various teams.
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
Veeva Systems, a leader in cloud-based solutions for the global life sciences industry, is looking for an RTSM Product Support Engineer to join our RTSM (Randomization and Trial Supply Management) team. The RTSM Product Support Engineer will be responsible for driving resolution for issues escalated by the Customer Success team. Days and hours of work are generally Monday through Friday, 9:00 AM to 5:00 PM, however, hours are dependent on customer needs and deliverables.
What You'll Do
- Provide Tier 3-level product support, liaising between multiple teams within the RTSM product group
- Troubleshoot complex application and data-layer issues, leveraging strong debugging and analytical skills
- Work closely with product managers, developers, and engineers to identify, communicate, and resolve issues related to software functionality, new releases, and patches
- Conduct root cause analysis for recurring issues or technical challenges, ensuring that preventive measures and long-term solutions are implemented effectively
- Write and analyze SQL queries to investigate and resolve data-related issues
- Review and debug application code when necessary to diagnose production issues
- Maintain thorough documentation of all technical issues, resolutions, and known bugs. Update and contribute to internal knowledge bases, FAQs, and troubleshooting guides to assist other support teams and improve overall efficiency
- Facilitate and troubleshoot the myriad of issues associated with designing complex systems and projects
Requirements
- Bachelor’s degree in Computer Science, Software Engineering, or related technical field (or equivalent practical experience)
- 4+ years of experience in technical product support, product engineering, or software engineering role (Tier 2+, Product Support Engineer, Technical Account Manager, etc.)
- Strong programming fundamentals and demonstrable experience debugging application-level issues (C#, ASP.NET, JavaScript, etc.)
- Proficiency with scripting languages (PowerShell, Python, T-SQL, etc.)
- Strong analytical thinking and problem-solving skills
- Strong written and verbal communication skills
Nice to Have
- 2+ years of RTSM/IRT experience
- 2+ years in the Life Sciences industry
- Experience with Veeva Vault
- Experience in highly regulated fields (21 CFR Part 11)
Perks & Benefits
- Medical, dental, vision, and basic life insurance
- Flexible PTO and company paid holidays
- Retirement programs
- 1% charitable giving program
Compensation
- Base pay: $50,000 - $100,000
- The salary range listed here has been provided to comply with local regulations and represents a potential base salary range for this role. Please note that actual salaries may vary within the range above or below, depending on experience and location. We look at compensation for each individual and base our offer on your unique qualifications, experience, and expected contributions. This position may also be eligible for other types of compensation in addition to base salary, such as variable bonus and/or stock bonus.
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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. If you need assistance or accommodation due to a disability or special need when applying for a role or in our recruitment process, please contact us at [email protected].
Top Skills
Asp.Net
C#
JavaScript
Powershell
Python
T-Sql
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