L2 Support Engineer Veeva Applications

Managed Services - Kosice, Malaysia, Mexico, Colombia, Costa Rica

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Your profile / requirements

• Bachelor’s degree in Computer Science, Information Systems, or a related field (or equivalent practical experience) 
• Experience in L2 application support within an enterprise environment, preferably in life sciences or regulated industries 
• Strong understanding of application support processes, incident management, and ITIL-based service delivery 
• Experience supporting SaaS applications, including configuration, troubleshooting, and vendor interaction 
• Ability to analyze issues across functional and technical layers and communicate clearly with both technical and non-technical stakeholders 
• Strong documentation, communication, and problem-solving skills 
• Fluent in English (written and spoken) 
• Nice to Have: Experience with related platforms such as Salesforce, clinical systems, regulatory systems, or content management solutions, Familiarity with pharmaceutical business processes across Commercial, Clinical Operations, Regulatory Affairs, and Safety, Exposure to validated systems, GxP compliance, and audit processes, Experience working in a managed services or global support model   

Tasks and responsibilities

• Provide L2 application support for life sciences platforms including: Veeva CRM, Veeva MedComms, eTMF (electronic Trial Master File), CTMS (Clinical Trial Management System), RIMS (Regulatory Information Management Systems), Safety / Pharmacovigilance systems 
• Act as an escalation point for incidents and service requests from L1 support and end users 
• Analyze application issues related to configuration, integrations, data, security, and user access 
• Perform minor configuration changes, data fixes, and operational support activities in line with SOPs and change management processes 
• Coordinate with L3 support, Veeva support, and other third-party vendors for complex defects or platform issues 
• Support release activities, including regression testing, deployment validation, and post-release support 
• Ensure compliance with pharmaceutical industry regulations (e.g., GxP, validation, audit readiness) 
• Maintain and update support documentation, knowledge base articles, and operational procedures 
• Participate in service reviews, incident trend analysis, and continuous improvement initiatives 
• Collaborate with client business users, IT teams, and managed service colleagues across regions 

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