- Lead, mentor, and manage a team of Technical Support professionals (end user support), ensuring they meet performance goals and adhere to best practices.
- Lead a team while maintaining an active contribution to case resolution.
- Oversee daily support operations, workload allocation, and team scheduling to ensure adequate coverage and high-quality service delivery.
- Utilize a hands-on approach by dedicating approximately 30% of your time to direct customer support and case resolution.
- Manage and resolve complex customer escalations, collaborating with cross-functional teams to achieve optimal outcomes.
- Identify opportunities for process and tools improvement, implementing solutions that enhance team efficiency and customer satisfaction.
- Foster a collaborative and engaging team culture that promotes knowledge sharing and continuous learning.
- Act as a subject matter expert for assigned products, guiding your team and contributing to complex case resolution when necessary.
- Collaborate with global leadership and other regional teams to ensure consistency and alignment in support processes.
- Minimum of 4 years of experience in an Application Support or 1st line support role.
- Minimum of 2 years of proven people management experience, specifically with teams supporting cross-functional or multi-product environments.
- 3+ years of experience with enterprise ticketing systems (e.g., Zendesk, ServiceNow, Jira Service Management).
- Demonstrated expertise in effectively handling and resolving high-priority customer escalations.
- Fluent in English (both written and verbal communication).
- An excellent communicator with a creative and solution-oriented mindset.
- Based in Sydney, Australia.
- Knowledge of Zendesk, Jira, and Confluence
- Japanese, Korean or Mandarin fluency
- Life Sciences experience
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
In February 2021, Veeva became the first public company to convert to a Public Benefit Corporation (PBC).
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.
Veeva’s public benefit purpose is to help make the industries we serve more productive and create high-quality employment opportunities.
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.
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.
News and recognition
Grow, contribute and be recognized
“Veeva’s engineering teams take a pragmatic approach to software development. We offer an ideal environment for engineers who value focus, speed and integrity in their work.”
—Jacob Marcus
VP, Engineering
“I appreciate that Veeva values autonomy over alignment. As a result, we get to make decisions as a small team and ship products faster.”
—Shilpa Chandermohan
Software Engineer
“As a software engineer at Veeva, I’m proud to be doing meaningful work building clinical trial software that will benefit so many people.”
—Durward Denham
Software Engineer