Product Support Engineer - English & Japanese - Veeva

Job Title: Product Support Engineer - English & Japanese
Job Location: China - Dalian
Job Listing URL: https://jobs.lever.co/veeva/2f5ab0f1-69b3-44fd-addd-b1fb65e72998
Job Description: 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 Dalian, China, 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 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. The successful candidate will need to learn and adapt quickly, be persistent, and demonstrate " out-of-the-box” thinking.
What You'll Do
Provide global support covering all issues related to Veeva Vault
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
Create and maintain knowledge articles in our customer support portal.
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, set 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
Availability to work a rotating weekend on-call schedule
Requirements
Excellent verbal and written communication skills in English and Japanese
Previous technology/admin / software/level 2 support-related work experience
Bachelor’s degree in a related field or equivalent experiences
Proven ability to collaborate and build strong relationships with customers
Experience working successfully in a rapidly changing environment
Professional approach, exceptional customer service is essential
Knowledge document management systems
Detail-oriented, able to manage multiple tasks and priorities
Nice to Have
Knowledge and background in life sciences and/or content management
Knowledge of SQL database/ability to write queries
Understanding of Java, SQL, HTML, XML, JSON, SOAP, REST API
Experience in cloud/hosted software environment