Diagnostics - Product Support Engineer

About Veeva Systems

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 $3B 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

A Diagnostics Product Support Engineer is responsible for developing and maintaining tools and systems to support software products. They work closely with product support teams to understand their needs and to ensure that the support tools are effective, efficient, and user-friendly.

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

The following responsibilities are expected:

• Design, develop, and maintain support tools and systems for software products
• Collaborate with product teams to understand their needs and to ensure that support tools meet their requirements
• Automate support processes to improve efficiency and reduce manual effort
• Monitor and analyze support data to identify trends and areas for improvement
• Work with product development teams to implement changes to support processes and tools
• Participate in product and project planning to ensure that support tools are integrated into the product development process
• Help customers with reported issues and work in a fast pace team environment
• Stay current with industry trends and technologies in support tooling to continuously improve support processes

Requirements

The ideal candidate for this role will have a strong technical background.

• Experience in software development and support
• Experience with software development methodologies, as well as experience with programming languages and tools commonly used for support tooling
• Strong problem-solving skills and the ability to work independently are also important

Nice to Have

• Familiarity with Agile software development methodologies is also a plus
• A bachelor's degree in a relevant field, such as computer science or software engineering, is preferred, but relevant work experience may also be considered
• Java and Linux experience is a plus

Interviewing with Veeva

We value your time and believe in a transparent hiring process. Here is the process you can expect.

1. Follow the application process and submit your resume.
2. Within 3 days, you will receive a link to a personality assessment administered by a third party.
3. Once you complete the assessment, our team will review your full application package and follow up via email with our decision.

If moving to the interview stage, the process is as follows:

• A conversation with the hiring manager
• A practical case exercise
• A final conversation with our group's Senior Leader.

Once all interviews are complete, the manager will be in touch with a final decision.

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.