Veeva Systems · 2 weeks ago
Manager - Technical End User Support
Columbus, OH
Full-time
Hybrid
Mid Level
$60K/yr - $100K/yr
4+ years expVeeva Systems is a mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster. The Manager, Global Service Center will lead a high-performing team to enhance the customer support experience for Veeva's SaaS solutions, focusing on operational excellence and team development.
BiotechnologyCRMEnterprise SoftwareSoftware
Responsibilities
Lead, mentor, and manage a team of Technical Support professionals (end user support), ensuring they meet performance goals and adhere to best practices
Lead a team while maintaining an active contribution to case resolution
Oversee daily support operations, workload allocation, and team scheduling to ensure adequate coverage and high-quality service delivery
Utilize a hands-on approach by dedicating approximately 30% of your time to direct customer support and case resolution
Manage and resolve complex customer escalations, collaborating with cross-functional teams to achieve optimal outcomes
Identify opportunities for process and tools improvement, implementing solutions that enhance team efficiency and customer satisfaction
Foster a collaborative and engaging team culture that promotes knowledge sharing and continuous learning
Act as a subject matter expert for assigned products, guiding your team and contributing to complex case resolution when necessary
Collaborate with global leadership and other regional teams to ensure consistency and alignment in support processes
Qualification
Required
Minimum of 4 years of experience in an Application Support or 1st line support role
Minimum of 1 years of proven people management experience, specifically with teams supporting cross-functional or multi-product environments
3+ years of experience with enterprise ticketing systems (e.g., Zendesk, ServiceNow, Jira Service Management)
Demonstrated expertise in effectively handling and resolving high-priority customer escalations
Fluent in English (both written and verbal communication)
An excellent communicator with a creative and solution-oriented mindset
Preferred
Knowledge of Zendesk, Jira, and Confluence
Life Sciences experience
Benefits
Medical, dental, vision, and basic life insurance
Flexible PTO and company paid holidays
Retirement programs
1% charitable giving program
Company
Veeva Systems
Veeva Systems Inc. is a leader in cloud-based software for the global life sciences industry.
5001-10000 employees
H1B Sponsorship
Veeva Systems has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (101)
2024 (60)
2023 (52)
2022 (73)
2021 (55)
2020 (38)
Funding
Current Stage
Public CompanyTotal Funding
$7MKey Investors
Emergence Capital
2013-10-16IPO
2008-06-05Series Unknown· $4M
2007-02-06Angel· $3M
Leadership Team
Peter Gassner
Founder and CEO
Mitch Wallace
Retired - Co-Founder and VP Operations
Recent News
2026-01-09
2026-01-06
2026-01-06
Company data provided by crunchbase