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Product Support Engineer (Japanese Speaking)

Veeva Systems -
Sydney NSW

Apply Now

Job Details

Full-time

Qualifications

Jira
FTP
Mandarin
SSO
Salesforce
English
Japanese
SQL
AWS
Zendesk
Confluence
AI

Full 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 $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.

Join us in transforming the life sciences industry, committed to making a positive impact on its customers, employees, and communities.

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.

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 Monday-Friday job with rotational on-call responsibilities for public holidays and weekends.

We're hiring for multiple levels and have openings for Product Support Professionals at the Associate and Senior levels. If you're excited by what we're building, we encourage you to apply.

What You’ll Do

Provide global support covering all issues related to Veeva applications.
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, 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, setup 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 and Japanese both written and verbal
Analytical mindset, a natural problem solver with a hands-on approach

Nice to Have

Understanding of Java, SSO, SQL, HTML
Life Science or Salesforce Experience
Knowledge of Zendesk, Jira, and Confluence
Japanese, Korean and or Mandarin
Near or in Sydney

#LI-Entry

Veeva’s headquarters is located in the San Francisco Bay Area with offices in more than 15 countries around the world.

Veeva is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Apply Now

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