Product Support Engineer

Quick Facts

• Role: Product Support Engineer (Product Support team)

• Focus: Global support for a SaaS product suite; troubleshooting complex production issues

• Collaboration: Development, QA, Consulting, Sales Engineering, and Professional Services

Description

Provide global support covering issues across the Veeva product suite, helping ensure client success. Troubleshoot critical production incidents (e.g., system unavailability, data integrity) by gathering evidence, setting up test environments, replicating issues locally, and proposing resolutions or workarounds. Support release and configuration changes into production and document processes and tools as the environment evolves.

Responsibilities

• Provide support for client administrators across multiple organizations

• Handle technical inquiries about application capabilities, navigation, installation, and configuration

• Coordinate support for new releases and configuration changes going live

• 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

• 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 meet client performance expectations (e.g., FTP, Postman, AWS Tools)

• Fluent in English (written and verbal)

• Analytical mindset and hands-on approach to problem-solving

• Based and eligible for employment in Poland (no visa/permit process expected)

Benefits

• Full-time employment contract (umowa o pracę)

• MultiSport card

• LuxMed private healthcare

• Life assurance protection

• Monthly remote work allowance (electricity, internet, phone)

• 1% charitable giving program

• Veeva Break at year end

• Compensation: 106,000–180,000 PLN total compensation range