Product Support Engineer

Team: Product Support

City: Columbus

State: OH

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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 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 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 persistent, and demonstrate “out of the box” thinking.

This is a full-time Monday-Friday job with rotational on-call responsibilities for evening coverage. (Note: for this role, we are unable to sponsor F1 or H1-B visas at this time).
What You'll Do
  • 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
  • Attend daily meetings and provide status updates
Requirements
  • A self-motivated, self-described techy, eager to learn new software. We look at any and all prior experience, even unofficial. Have you designed a personal website? Built a mobile App for a friend’s company? Tell us about it!
  • Computer or Software administration / development
  • Knowledge of SQL database / ability to write queries
  • Understanding of HTML, XML, JSON
  • Experience building / 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
  • Experience working with CRM Software
  • 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
  • Experience working in small team/start up environment
  • Experience working with development or in a DevOps 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
  • Knowledge of Java to be able to review and troubleshoot code
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.


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 talent_accommodations@veeva.com.

Work Where It’s Best for You

Work Anywhere means you can work in an office or at home on any given day. It’s about getting the work done in the way and place that works best for each person. This applies across all locations and departments.

Work Anywhere does not mean work at any time. We have predictable core hours where employees are generally available for meetings and collaboration. Employees are focused and available during core hours.

We invest in our offices to make them places where our employees like to go. If you work in the office three or more days a week, you will have a dedicated office workspace. Our offices function as hubs to draw people in, create social bonds, and where random connections and mixing of ideas happen. We’re investing more in offices, culture, and offsite meetings, not less.

Product teams are organized in regional product hubs for optimal collaboration and live within two time zones of their hub. Our current product hubs are located in Pleasanton, Los Angeles, Columbus, Boston, Kansas City, New York City, Raleigh, and Toronto. We create opportunities for teams to get together in person regularly.

Customer-facing roles, such as Sales and Professional Services, live near and/or travel to their customers.

When an employee moves within a country it does not cause a change in salary. Where you live impacts you and your family. Not knowing if your compensation will change if you move can cause stress and uncertainty for everyone. We wanted to eliminate that.

Work at Veeva. Work where it’s best for you.

A different kind of company. A Public Benefit Corporation.

Unlike a traditional corporation, whose only legal duty is to maximize shareholder value, PBCs consider their public benefit purpose and the interests of those materially affected by the corporation’s conduct—including customers, employees, and the community—in addition to shareholders’ interests.

What sets us apart

Work Anywhere means you can work in an office or at home on any given day. It’s about getting the work done in the way and place that works best for you.

We invest in our offices to make them places where our employees like to go. If you work in the office three or more days a week, you will have a dedicated office workspace.

Product teams are organized in regional product excellence hubs for optimal collaboration and live within two time zones of their hub. Our current product hubs are located in Pleasanton, Los Angeles, Columbus, Boston, Kansas City, New York City, Raleigh, and Toronto. We create opportunities for teams to get together in person regularly.

Customer-facing roles, such as Sales and Professional Services, live near and/or travel to their customers.

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At Veeva, we believe in giving back. Veeva’s support for charitable causes is entirely employee driven because we think giving is personal and should be directed by the individual. With our 1% Veeva Giving program, each employee receives an amount equivalent to 1% of their base salary annually to support the non-profit(s) of their choice. We don’t dictate favored corporate causes or ask employees to donate to specific non-profits. We never support a charitable cause in exchange for commercial advantage or preferential treatment.

Veeva’s core values — do the right thing, customer success, employee success, and speed — guide our decision making and define our culture. Doing the right thing means that we are concerned about more than just financial success and return to shareholders. We recognize a responsibility to customers, employees, environment, and society.As individuals, we pride ourselves on being good people who are honest, fair, and direct. We treat others with respect. As a company, we strive to be a good corporate citizen, a positive force in the business community, active in our communities, and an example to others.

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Our equity program is designed to enable the vast majority of our employees to participate. Our unique approach to awarding equity grants allows our employees to be shareholders so they can benefit financially in the company’s growth.

Veeva has taken a strong stance against the use of non-compete agreements that can limit employee opportunities. We do not require our employees to sign non-compete agreements, and we have taken legal action to fight the unfair use of these agreements by other companies because we believe such agreements limit an employee’s fundamental right to work where they choose. We believe in our people and want them to be successful here at Veeva or wherever their careers take them.

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