Product Support Engineer - CRM

Veeva is a mission-driven organization that aspires to help our customers in Life Sciences and Regulated industries bring their products to market, faster. We are shaped by our values: Do the Right Thing, Customer Success, Employee Success, and Speed. Our teams develop transformative cloud software, services, consulting, and data to make our customers more efficient and effective in everything they do. Veeva is a work anywhere company. You can work at home, at a customer site, or in an office on any given day. As a Public Benefit Corporation , you will also work for a company focused on making a positive impact on its customers, employees, and communities. The Role We are seeking a talented Product Support Engineer to join our CRM Product Support team. You will be part of a dynamic team that supports our customers and internal stakeholders (Consulting, Sales, and Engineering teams). You will work closely with Development and QA to diagnose, troubleshoot, and resolve complex software issues. In this role, you will need to learn and adapt quickly, be persistent, and demonstrate “out of the box” thinking. You will be part of an exciting company that is recognized as a market leader in the SaaS space with our Industry Cloud for Life Sciences.   This is a full-time job with optional on-call responsibilities for weekend coverage. Please note that you must already be based in Poland and be eligible for employment there, as we do not sponsor employment permit/visa processes. What You'll Do Provide global support covering all issues related to Veeva CRM and Salesforce.com 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 Get in touch with engineering, product management, and professional services when necessary Attend daily meetings and provide status updates Requirements A self-motivated, self-described techy, eager to learn new software. We look at any and all prior experience, even unofficial. Have you designed a personal website? Built a mobile app for a friend’s company? Tell us about it! Experience in cloud / hosted software environment  Experience in an Application / Software Support role Experience working in small, product-area-focused teams The desire to learn new soft and technical skills Coach, mentor, and train peers throughout the organization Experience working closely with Development and TechOps Ability to use industry-standard tools and techniques to assure the application performs to client expectations (e.g. FTP, Postman, AWS Tools) Fluent in English (intermediate/communication) Have an analytical mindset, a natural problem solver with a hands-on approach Nice to Have Experience working with a CRM Software Knowledge of SQL database/ability to write queries Understanding of HTML, JavaScript Perks & Benefits Allocations for continuous learning and development Health and wellness programs #RemotePoland Veeva’s headquarters is located in the San Francisco Bay Area with offices in more than 15 countries around the world. Veeva is committed to fostering a culture of inclusion and growing a diverse workforce. Diversity makes us stronger. It comes in many forms. Gender, race, ethnicity, religion, politics, sexual orientation, age, disability and life experience shape us all into unique individuals. We value people for the individuals they are and the contributions they can bring to our teams. Apply for this job