Support Engineer

Overview The L2 Support Engineer provides second-line support for Veeva platforms used by a global pharmaceutical client. The role resolves complex functional and technical issues, supports configuration and release activities, and works with client stakeholders, vendors and delivery teams to maintain stable, compliant services across Commercial, Medical, Clinical, Safety and Regulatory processes.

Key Responsibilities

• Provide Level 2 support for Veeva CRM, Veeva MedComms, eTMF, CTMS, RIMS and Safety or Pharmacovigilance systems.
• Act as the escalation point for incidents and service requests raised by Level 1 support and end users.
• Analyse issues involving configuration, integrations, data, security and user access.
• Perform minor configuration changes, data corrections and operational support activities in accordance with procedures and change-management controls.
• Coordinate complex defects and platform issues with Level 3 support, Veeva support and other vendors.
• Support releases through regression testing, deployment validation and post-release support.
• Maintain GxP compliance, validation status and audit readiness.
• Maintain support documentation, knowledge articles and operating procedures.
• Participate in service reviews, incident trend analysis and continuous-improvement activities.
• Collaborate with client business users, IT teams and managed-service colleagues across regions.

Requirements Qualifications

• Bachelor’s degree in Computer Science, Information Systems or a related field, or equivalent practical experience.

Skills

• Ability to analyse issues across functional and technical layers.
• Strong problem-solving, documentation and communication skills.
• Ability to communicate clearly with technical and non-technical stakeholders.
• Fluent written and spoken English.

Experience and Knowledge

• 3 - 5 years of relevant experience, including Level 2 application support in an enterprise environment.
• Understanding of application support, incident management and ITIL-based service delivery.
• Experience supporting SaaS applications, including configuration, troubleshooting and vendor coordination.
• Experience in life sciences or another regulated industry is preferred for the core role.

Advantageous

• Experience supporting Veeva CRM, Vault MedComms, Vault eTMF, Vault CTMS, Vault RIM, Veeva Safety or other Pharmacovigilance platforms.
• Experience with Salesforce, clinical systems, regulatory systems or content-management solutions.
• Knowledge of pharmaceutical processes across Commercial, Clinical Operations, Regulatory Affairs and Safety.
• Exposure to validated systems, GxP compliance and audit processes.
• Experience working within a managed-services or global support model.