Product Support Engineer - English & Japanese

What You'll Do

• Provide global support covering all issues related to Veeva Vault
• 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
• Create and maintain knowledge articles in our customer support portal
• 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
• 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
• Availability to work a rotating weekend on-call schedule

Requirements

• Excellent verbal and written communication skills in English and Japanese
•  Previous technology / admin / software / level 2 support-related work experience
•  Bachelor’s degree in a related field or equivalent experiences
•  Proven ability to collaborate and build strong relationships with customers
•  Experience working successfully in a rapidly changing environment
•  Professional approach and exceptional customer service is essential
•  Knowledge of document management systems
•  Detail oriented, able to manage multiple tasks and priorities

Nice to Have

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