Team: Product Support
City: Sydney
Country: Australia
Veeva Systems is a mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster. As one of the fastest-growing SaaS companies in history, we surpassed $2B in revenue in our last fiscal year with extensive growth potential ahead.
At the heart of Veeva are our values: Do the Right Thing, Customer Success, Employee Success, and Speed. We're not just any public company – we made history in 2021 by becoming a public benefit corporation (PBC), legally bound to balancing the interests of customers, employees, society, and investors.
As a Work Anywhere company, we support your flexibility to work from home or in the office, so you can thrive in your ideal environment.
Join us in transforming the life sciences industry, committed to making a positive impact on its customers, employees, and communities. The Role
Veeva Systems is seeking an experienced and people-focused Manager, Product Support to lead our growing Product Support team in Sydney. In this role, you will manage and develop a team of Product Support Engineers who provide expert technical assistance for Veeva products to customers across the Asia-Pacific region. You’ll drive operational excellence, coach and inspire your team, and ensure that our customers receive responsive, high-quality support. Working closely with global peers across North America, Europe, and Asia, you will help build a culture of collaboration, continuous learning, and customer success.
You must be eligible for fulltime employment in Sydney AustraliaWhat You’ll Do
Lead, coach, and develop a high-performing team of Product Support Engineers to deliver world-class customer support
Hire, onboard, and retain top technical talent in the region
Manage, mentor, and grow a team of Product Support Engineers focused on delivering high-quality customer support
Drive team engagement and development
Oversee daily operations, ticket handling, and SLA compliance to ensure timely and effective customer issue resolution
Act as an escalation point for complex customer issues and collaborate cross-functionally with Product Management and Engineering
Build strong relationships with customers and internal partners to ensure alignment and customer satisfaction
Coordinate with global peers in North America, Europe, and Asia for consistent processes and support excellence
Support hiring and onboarding of new engineers to build long-term local capability
Lead local process improvement and training initiatives
Requirements
5+ years of experience in Application or Technical Product Support within a SaaS or enterprise software environment
3+ years of proven experience managing or leading technical support teams
Demonstrated ability to manage escalations and customer communications effectively
Strong leadership and people-management skills with a coaching mindset
Experience with enterprise ticketing systems (Zendesk, Jira Service Management, or similar)
Excellent communication and collaboration skills, both verbal and written
Based in Sydney, Australia, and eligible to work in Australia
Fluent in English
Nice to Have
Japanese and/or Korean language proficiency
Experience with Veeva Vault or other SaaS enterprise applications
Knowledge of Salesforce, Zendesk, Jira, or Confluence
Background in life sciences or other regulated industries
Technical understanding of APIs, SQL, or SaaS architecture
Perks \& Benefits
Opportunity to work in a collaborative, global environment
Be part of a Public Benefit Corporation (PBC) committed to doing the right thing for customers, employees, and society
Stock options
Gym, internet and phone allowance
Private health cover allowance
#LI-Remote
Veeva’s headquarters is located in the San Francisco Bay Area with offices in more than 15 countries around the world.
Veeva is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances.
Work Where It’s Best for You
Work Anywhere means you can work in an office or at home on any given day. It’s about getting the work done in the way and place that works best for each person. This applies across all locations and departments.
Work Anywhere does not mean work at any time. We have predictable core hours where employees are generally available for meetings and collaboration. Employees are focused and available during core hours.
We invest in our offices to make them places where our employees like to go. If you work in the office three or more days a week, you will have a dedicated office workspace. Our offices function as hubs to draw people in, create social bonds, and where random connections and mixing of ideas happen. We’re investing more in offices, culture, and offsite meetings, not less.
Product teams are organized in regional product hubs for optimal collaboration and live within a time zone of their hub. Our current product hubs are located in Pleasanton, Columbus, Boston, Kansas City, New York City, Raleigh, and Toronto. We create opportunities for teams to get together in person regularly.
Customer-facing roles, such as Sales and Professional Services, live near and/or travel to their customers.
When an employee moves within a country it does not cause a change in salary. Where you live impacts you and your family. Not knowing if your compensation will change if you move can cause stress and uncertainty for everyone. We wanted to eliminate that.
Work at Veeva. Work where it’s best for you.