Product Support Engineer

The Role

We are seeking a talented Product Support Engineer to join our Product Support team. You will be part of a young and exciting company that is recognized as the market leader in the SaaS space with our Industry Cloud for Life Sciences.

Our Product Support team is growing quickly in Poland and Hungary. As a member of the team, you will be tasked with supporting our customers and internal stakeholders, such as our Consulting and Sales Engineering teams. You will work closely with the Development and QA teams to diagnose, troubleshoot, and resolve complex issues. You will need to learn and adapt quickly, be persistent, and demonstrate “out-of-the-box” thinking.

This is a full-time job with optional on-call responsibilities for weekend coverage. You must be based and eligible for employment in Poland, as Veeva does not anticipate providing support for an employment visa/permit process. You are applying for a Contract of Employment with Veeva Systems Poland sp. z o.o. There is no possibility for this role to be delivered through a business-to-business contract. Business hours are from 9 to 18, which include a one-hour unpaid lunch break.

What You'll Do

• Provide global support covering all issues related to the Veeva product suite
• 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 and 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, set up 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

• 2+ years of support experience in 2nd- or 3rd-line product support positions
• The desire to learn new soft and technical skills
• Experience working closely with Development and Technical Operations
• Ability to diagnose and use industry-standard tools and techniques to ensure the application performs to client expectations (e.g., FTP, Postman, AWS Tools)
• Fluent in English, both written and verbal
• Analytical mindset, a natural problem solver with a hands-on approach

Nice to Have

• Understanding of Java, SSO, SQL, HTML
• Knowledge of Zendesk, Jira, and Confluence

Interviewing with Veeva

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

• Follow the application process and submit your resume.
• Within 3 days, you will receive a link to a personality assessment administered by a third party.
• 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

• Private medical insurance
• Life assurance
• Employee capital plans
• Glasses reimbursement
• Health & wellness programs
• Mobile phone & home internet reimbursement

Compensation

• Total compensation: 106,000 - 180,000 PLN
• The total compensation range listed here has been provided to comply with local regulations and represents a potential total compensation range for this role. Please note that actual total compensation 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's total compensation may be composed of other types of compensation, such as variable bonus and/or stock bonus.