Support Engineer

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Arcondis Group Full time 60,000 - 120,000 per year

Job Overview

The
Support Engineer (L2/L3) - Veeva eTMF Support
or Vault Clinical/Vault Quality
role is responsible for managing and supporting technical and configuration tasks within the Veeva Vault eTMF environment. This includes release coordination, system configuration, issue resolution, and collaboration across multiple support teams. The role combines deep technical expertise with strong coordination and communication skills to ensure smooth operations and continuous improvement of the eTMF platform.

Key Responsibilities

  • Manage and coordinate Veeva Vault releases (product and business-specific).
  • Perform configuration management (workflows, security settings, admin tasks).
  • Wise knowledge on "components such as Access management/Security/permissions/Reporting Dashboards/Loaders/workflows/lifecycles/Document Meta data changes).
  • Deploy customer-specific releases across DEV, VAL, and PROD environments.
  • Assess change and enhancement requests and support UAT activities.
  • Facilitate resolution of product support tickets and ensure timely follow-up.
  • Coordinate across IT, Veeva and Business for issue resolution.
  • Execute system design, configuration, and critical problem analysis.
  • Provide ongoing 3rd level support and maintain documentation.
  • Handle escalated incidents from Level 1 support.
  • Troubleshoot and resolve advanced hardware, software, and network issues.
  • Monitor system performance and proactively identify potential issues.
  • Maintain and update technical documentation and knowledge base articles.
  • Support user account administration and access management.
  • Ensure compliance with security protocols and patch management.
  • Mentor junior staff and collaborate with cross-functional teams.

Qualifications, Skills and Experience

  • With 3+ years of experience or relevant
  • High school diploma required; associate or bachelor's degree in IT, Computer Science, or related field preferred.
  • Experience with Veeva Vault (especially eTMF) and enterprise IT environments"
  • Familiarity with release and change/configuration management processes.
  • Strong understanding of Veeva Vault configuration and deployment processes.
  • Advanced troubleshooting and root cause analysis skills.
  • Knowledge of system administration, networking (TCP/IP, DNS, VPN), and security.
  • Experience with enterprise software, cloud platforms (AWS, Azure), and virtualization tools.
  • Scripting skills (e.g.,PowerShell, Python) are a plus.
  • Strong problem-solving and analytical thinking.
  • Ability to manage multiple priorities and work under pressure.
  • Team-oriented with mentoring experience and cross-functional collaboration.
  • Veeva Vault Administrator Certification (Advantage)
  • Experience with system validation (IQ/OQ/PQ documentation). (Advantage)
  • Familiarity with other Veeva Vault modules (Advantage)
  • Exposure to ticketing systems (e.g., Jira, ServiceNow).
  • GxP Guidelines and FDA/EU regulatory requirements knowledge. (Nice to have)

Why Arcondis

  • An opportunity to shape the future of healthcare by spearheading transformative deals
  • A collaborative and innovative work environment where your ideas are valued, and your contributions make a significant impact
  • Flexible working environment, enabling work-life balance
  • Attractive compensation package, inclusive of performance-based incentives that reward exceptional achievements
  • Professional growth and development opportunities

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