Support Engineer (L2/L3)

Overview The Support Engineer provides Level 2 and Level 3 technical and configuration support for Veeva Vault eTMF and related Vault Clinical or Vault Quality environments. The role covers complex issue resolution, platform configuration, release coordination and collaboration across support teams to maintain stable and continuously improving services.

Key Responsibilities

• Resolve complex hardware, software, network and application issues and act as the escalation point for unresolved Level 1 incidents.
• Provide Level 3 support for specialised and high-priority platform failures.
• Monitor system performance and address potential bottlenecks.
• Manage user provisioning, access requests, permissions and security profiles.
• Configure lifecycles, workflows, objects, document metadata, reporting dashboards and Vault Loaders.
• Coordinate Veeva Vault releases across development, validation and production environments and deploy approved releases through validated pipelines.
• Perform system design changes, technical root-cause analysis and assessment of change or enhancement requests.
• Coordinate user acceptance testing, verify defect fixes and manage vendor support tickets through to resolution.
• Maintain compliance with security protocols and patch schedules and update procedures, technical manuals and knowledge articles.
• Provide technical guidance, configuration reviews and mentoring to junior team members and collaborate across multidisciplinary teams.

Requirements Qualifications

• Associate or bachelor’s degree in Information Technology, Computer Science or a related field is preferred.

Skills

• Advanced troubleshooting, root-cause analysis and problem-solving skills.
• Ability to manage multiple priorities and work effectively under pressure.
• Strong coordination, communication and cross-functional collaboration skills.
• Team-oriented approach with the ability to mentor junior colleagues.

Experience and Knowledge

• At least 3 years of relevant support experience.
• Experience with Veeva Vault, particularly eTMF and CTMS.
• Strong knowledge of Veeva Vault configuration and deployment processes.
• Experience with release, change and configuration management.
• Exposure to ticketing tools such as Jira or ServiceNow.

Advantageous

• Veeva Vault Administrator certification.
• Experience with system validation and IQ/OQ/PQ documentation.
• Familiarity with additional Veeva Vault modules.
• Knowledge of GxP guidelines and FDA or EU regulatory requirements.