At Veeva, we build enterprise cloud technology that powers the biggest names in the pharmaceutical, biotech, consumer goods, chemical amp; cosmetics industries. Our customers make vaccines, life-saving medicines, and life-enhancing products that make a difference in everyday lives. Our technology has transformed these industries; enabling them to get critical products and services to market faster. Our core values, Do the Right Thing, Customer Success, Employee Success, and Speed, guide us as we make our customers more efficient and effective in everything they do.
The RoleWe are currently seeking a talented Product Support Engineer in Dalian, China, to join our 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, detail-oriented, able to manage multiple tasks and priorities and provide reliable technical support to our customers.What You'll Do
- Support domestic and MNC pharmaceutical customers, provide technical support covering all issues related to Veeva China SFA products
- 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
- Interface with engineering, product management, and services when necessary
- Troubleshoot critical production issues affecting end-users, including system unavailability and data integrity issues
- Create and maintain knowledge articles in our customer support portal.
Requirements
- Business English verbal and written communication skills in English
- 3+ years technology/admin/software/level 2 support /Software Engineering related work experience
- Bachelor’s degree in a related field
- Proven ability to collaborate and communicate with customers
- Experience of working successfully in a rapidly changing environment and handling pressure
- Excellent analytical skills
- Availability to work a rotating weekend amp; holiday on-call schedule
Nice to Have
- Knowledge and background in life sciences and/or CRM
- Knowledge of SQL database/ability to write queries
- Experience in Python and System Integration
- Experience in cloud / mobile platform environment
Veeva’s headquarters is located in the San Francisco Bay Area with offices in more than 15 countries around the world.