Product Support Engineer

This is a fully remote position, open to applicants in Poland.

📋 Description

• Deliver worldwide support addressing all concerns related to the Veeva product suite.

• Acquire comprehensive knowledge of our software to ensure client success.

• Assist client administrators across various organizations.

• Diagnose and resolve critical production issues impacting end-users, including system downtime and data integrity problems.

• Address inquiries about technical issues and provide information regarding application features, navigation, installation, or configuration.

• Offer coordinated support for implementing new releases and configuration modifications into production.

• Collect data for analysis, conduct necessary research, establish test environments, replicate issues locally, and suggest resolutions or workarounds.

• Act as a client-facing representative of the Development and Product teams.

• Document new procedures and maintain existing documentation and tools as the environment evolves.

• Collaborate with engineering, product management, and professional services when required.

• Participate in daily meetings and provide status updates.

⛳️ Requirements

• Over 2 years of experience in 2nd- or 3rd-line product support roles.

• A strong desire to acquire new soft and technical skills.

• Experience collaborating closely with Development and Technical Operations.

• Proficiency in diagnosing and utilizing industry-standard tools and techniques to ensure application performance meets client expectations (e.g., FTP, Postman, AWS Tools).

• Fluent in English, both in writing and speaking.

• Possess an analytical mindset, and be a natural problem solver with a hands-on approach.

🏝️ Benefits

• Private medical insurance.

• Life assurance.

• Employee capital plans.

• Glasses reimbursement.

• Health & wellness programs.

• Mobile phone & home internet reimbursement.