Support Engineer (L2/L3) - Veeva eTMF Support

Arcondis AG seeks a Mid-level Support Engineer to provide L2/L3 managed services for Veeva eTMF, handling complex technical incidents and system configurations.

This position operates within the Managed Services division, serving as the primary escalation point for unresolved Level 1 technical incidents. The engineer ensures platform stability by resolving high-priority failures and managing specialized Veeva Vault environments.

Responsibilities

• Address intricate hardware, software, network, and application problems.
• Provide tier-3 support for critical platform failures and specialized systems.
• Monitor system performance metrics to proactively identify and resolve bottlenecks.
• Handle user provisioning, access requests, and security profile management.
• Oversee lifecycles, workflows, object configurations, and document metadata changes.
• Direct Veeva Vault releases across DEV, VAL, and PROD environments.
• Implement core system design changes and conduct technical root-cause analyses.
• Package and deploy custom releases through validated environment pipelines.
• Assess business change requests and technical enhancement proposals.
• Coordinate User Acceptance Testing and validate bug fixes.
• Act as the liaison between internal IT, business units, and Veeva vendor support.
• Drive vendor support tickets to rapid resolution through disciplined follow-up.
• Ensure strict adherence to platform security protocols and patch schedules.
• Update standard operating procedures, technical manuals, and knowledge base articles.
• Provide technical guidance, code/config reviews, and mentorship to junior staff.
• Collaborate with multi-disciplinary project teams to maintain platform stability.

Requirements

• At least 3 years of relevant professional experience.
• Proven experience with Veeva Vault, particularly eTMF and CTMS modules.
• Familiarity with release, change, and configuration management processes.
• Strong understanding of Veeva Vault configuration and deployment procedures.
• Advanced troubleshooting and root cause analysis capabilities.
• Strong problem-solving and analytical thinking skills.
• Ability to manage multiple priorities and work under pressure.
• Team-oriented mindset with mentoring experience and cross-functional collaboration skills.
• Exposure to ticketing systems such as Jira or ServiceNow.

Nice to have

• Associate or bachelor’s degree in IT, Computer Science, or a related field.
• Veeva Vault Administrator Certification (Advantage).
• Experience with system validation documentation (IQ/OQ/PQ).
• Familiarity with other Veeva Vault modules.
• Knowledge of GxP Guidelines and FDA/EU regulatory requirements.

About the company

Arcondis AG is a global consulting firm dedicated exclusively to the healthcare and life science sectors. Owned by a charitable foundation, the company contributes to social causes annually and operates under the motto 'We make healthcare better.' The organization fosters a culture of collaboration, innovation, and community while embracing diversity and inclusivity.

• Global consulting focus on healthcare and life sciences.
• Ownership by a charitable foundation with annual social contributions.
• Motto: 'We make healthcare better'.
• Culture fostering collaboration, innovation, and community.
• Commitment to diversity and inclusivity.