The Manager of Product Support will lead and develop a team of engineers to deliver high-quality customer support, manage escalations, and drive operational excellence for Veeva products in the Asia-Pacific region.
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 Australia
What 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.
Top Skills
APIs
Jira Service Management
Saas Architecture
Salesforce
SQL
Veeva Vault
Zendesk
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