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.
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 Australia
What You’ll DoLead, coach, and develop a high-performing team of Product Support Engineers to deliver world-class customer supportHire, onboard, and retain top technical talent in the regionManage, mentor, and grow a team of Product Support Engineers focused on delivering high-quality customer supportDrive team engagement and developmentOversee daily operations, ticket handling, and SLA compliance to ensure timely and effective customer issue resolutionAct as an escalation point for complex customer issues and collaborate cross-functionally with Product Management and EngineeringBuild strong relationships with customers and internal partners to ensure alignment and customer satisfactionCoordinate with global peers in North America, Europe, and Asia for consistent processes and support excellenceSupport hiring and onboarding of new engineers to build long-term local capabilityLead local process improvement and training initiativesRequirements5+ years of experience in Application or Technical Product Support within a SaaS or enterprise software environment3+ years of proven experience managing or leading technical support teamsDemonstrated ability to manage escalations and customer communications effectivelyStrong leadership and people-management skills with a coaching mindsetExperience with enterprise ticketing systems (Zendesk, Jira Service Management, or similar)Excellent communication and collaboration skills, both verbal and writtenBased in Sydney, Australia, and eligible to work in AustraliaFluent in English#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.
