Product Support Engineer
Poland - WarsawFull-TimeMid-levelSupport / Customer Success
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
Perks & Benefits
- Private medical insurance
- Life assurance
- Employee capital plans
- Glasses reimbursement
- Health & wellness programs
- Mobile phone & home internet reimbursement
Compensation
- 106,000 - 180,000 PLN
