Support Engineer (L2/L3) - Veeva eTMF Support

Managed Services - Malaysia

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Your profile / requirements

• With 3+ years of experience or relevant 
• Associate or bachelor’s degree in IT, Computer Science, or related field preferred. 
• Experience with Veeva Vault (especially eTMF, CTMS)  
• Familiarity with release and change/configuration management processes. 
• Strong understanding of Veeva Vault configuration and deployment processes. 
• Advanced troubleshooting and root cause analysis skills. 
• Strong problem-solving and analytical thinking. 
• Ability to manage multiple priorities and work under pressure. 
• Team-oriented with mentoring experience and cross-functional collaboration. 
• Veeva Vault Administrator Certification (Advantage) 
• Experience with system validation (IQ/OQ/PQ documentation). (Advantage) 
• Familiarity with other Veeva Vault modules (Advantage) 
• Exposure to ticketing systems (e.g., Jira, ServiceNow). 
• GxP Guidelines and FDA/EU regulatory requirements knowledge. (Nice to have)   

Tasks and responsibilities

• Advanced Troubleshooting: Resolve complex hardware, software, network, and application issues. 
• L1 Escalations: Act as the primary escalation point for unresolved Level 1 technical incidents. 
• 3rd-Level Support: Deliver ongoing tier-3 support for specialized and high-priority platform failures. 
• Performance Monitoring: Track system performance metrics proactively to identify and mitigate bottlenecks. 
• Account Administration: Manage user provisioning, access requests, and security profiles. 
• Platform Configuration: Manage lifecycles, workflows, object configurations, and document metadata modifications. 
• Component Mastery: Deep technical understanding of Access Management, Security, Permissions, Reporting Dashboards, and Vault Loaders. 
• Release Coordination: Direct product and business-specific Veeva Vault releases across DEV, VAL, and PROD. 
• System Design: Execute core system design changes and perform critical technical root-cause analyses. 
• Deployment Management: Package and deploy custom-built releases across validated environment pipelines. 
• Enhancement Assessment: Evaluate incoming business change requests and technical enhancement proposals. 
• UAT Facilitation: Coordinate User Acceptance Testing activities and validate bug fixes. 
• Cross-Team Alignment: Liaison between internal IT, business units, and Veeva vendor support teams. 
• Ticket Governance: Drive vendor product support tickets to rapid resolution through disciplined follow-up.
• Compliance Enforcement: Maintain absolute alignment with platform security protocols and patch schedules. 
• Documentation Lifecycle: Update standard operating procedures, technical manuals, and knowledge base articles. 
• Team Mentorship: Provide technical guidance, code/config reviews, and mentorship to junior staff. 
• Cross-Functional Partnerships: Collaborate across multi-disciplinary project teams to ensure platform stability. 

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