Sustaining Engineer
Veeva Systems
Dalian, China

At Veeva, we build enterprise cloud technology that powers the biggest names in the pharmaceutical, biotech, consumer goods, chemical & cosmetics industries.

Our customers make vaccines, life-saving medicines, and life-enhancing products that make a difference in everyday lives.

Our technology has transformed these industries; enabling them to get critical products and services to market faster. Our core values, Do the Right Thing, Customer Success, Employee Success, and Speed, guide us as we make our customers more efficient and effective in everything they do.

The Role

Veeva is currently seeking a talented Sustaining Engineer to join our Customer-Centric Engineering teams based in Dalian, China.

These teams are a critical aspect of our CRM Development group. We have multiple openings, focused on different product suites in CRM.

As a Customer-Centric Engineer, you will be charged with sustaining our existing products by troubleshooting and fixing critical issues.

You will also help build tools for supporting and monitoring our CRM products.

What You'll Do

  • Troubleshoot critical customer reported issues in the Veeva CRM product suites
  • Learn everything about the Veeva CRM suites / modules and use that knowledge to ensure our customers are successful
  • Build tools to help with detecting, fixing, and troubleshooting product issues
  • Collaborate with the Development, Support, Product, and QA teams to diagnose, troubleshoot and resolve complex customer issues
  • Identify and resolve problems that may impact multiple customers
  • Requirements

  • 1+ years of experience in software support or sustaining role for Enterprise products
  • Self-motivated, eager to learn new software, and thrive on finding issues in existing products
  • Experience with troubleshooting web and mobile apps built with Java, HTML / CSS, APEX and Objective-C
  • Hands-on experience with SQL querying and working with business-critical data
  • Exceptional analytical and problem-solving skills
  • Ability to effectively prioritize and execute tasks in an environment with high visibility and high expectations
  • Excellent customer service attitude, communication skills, and interpersonal skills to reduce customer concerns in urgent or critical situations
  • Ability to technically collaborate with product engineers and product managers while troubleshooting customer escalations
  • Experience in scripting (Python, Bash, or similar languages)
  • Good English communication skills - both oral and written
  • Degree in computer science / engineering or equivalent
  • Nice to Have

  • Development experience on Salesforce platform
  • Familiar with relational databases or NoSQL databases.
  • Experience with AWS, AliCloud or similar Cloud Systems
  • Experience using Kibana and the rest of the ELK stack Experience performance tuning or high-performance system design and development
  • Perks & Benefits

  • Complementary healthcare insurance
  • Flexible working time
  • 15-day annual leave per year
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