Support Engineer – Veeva Platforms (L2)

About the role

The L2 Support Engineer provides second‑line support for Veeva platforms used by a global pharmaceutical client. You will resolve complex functional and technical issues, support configuration and release activities, and collaborate with stakeholders to ensure stable, compliant services across Commercial, Medical, Clinical, Safety and Regulatory processes.

Key responsibilities

• Provide Level 2 support for Veeva CRM, MedComms, Vault eTMF, CTMS, RIMS and Safety/Pharmacovigilance systems.
• Act as escalation point for incidents and service requests from 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 under change‑management controls.
• Coordinate complex defects 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.

Required profile

• Bachelor’s degree in Computer Science, Information Systems or related field, or equivalent experience.
• 3‑5 years of Level 2 application support in an enterprise environment.
• Strong problem‑solving, documentation and communication skills.
• Fluent written and spoken English.
• Experience in a regulated industry (life sciences/pharma) is preferred.

Required skills

• Veeva CRM, Veeva MedComms, Veeva Vault eTMF, Veeva Vault CTMS, Veeva Vault RIM, Veeva Safety/Pharmacovigilance platforms.
• Salesforce.
• ITIL‑based incident management.
• SaaS application configuration and troubleshooting.
• GxP compliance and audit processes.