Associate Product Support Engineer – Japanese Speaking
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

We are currently seeking a talented Associate Product Support Engineer in Dalian, China, to join our Product Support Team.

You will be part of a young and exciting company that is recognized as a market leader in the SaaS space with our Industry Cloud for Life Sciences.

As a member of the Product Support team, you will be supporting our customers as well as internal stakeholders including our Consulting, Sales and Engineering teams.

You will work closely with Development and QA teams to diagnose, troubleshoot and resolve complex issues. A successful candidate will be detail oriented and learn and adapt quickly.

They should be able to manage multiple tasks and priorities and provide reliable technical support to our customers.

What You'll Do

  • Support client administrators across multiple organizations and provide technical support covering all issues related to Commercial Cloud products
  • 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
  • Interface with engineering, product management and services when necessary
  • Troubleshoot critical production issues affecting end-users, including system unavailability and data integrity issues
  • Create and maintain knowledge articles in our customer support portal
  • Requirements

  • Excellent verbal communication skills in Japanese and written communication skills in English
  • 2+ years experience in technology / admin / software / level 2 support related work
  • Bachelor’s degree in a related field
  • Proven ability to collaborate and communicate with customers
  • Experience working successfully in a rapidly changing environment
  • Availability to work a rotating weekend on call schedule
  • Nice to Have

  • Knowledge and background in life sciences and / or CRM
  • Knowledge of SQL database / ability to write queries
  • Understanding of Java, SOAP, REST API,
  • Experience in cloud / hosted software environment
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