Product Support Manager
Veeva Systems
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇦🇺 Australia
Visit company websiteJob Level
Mid-LevelSenior
About the role
- 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
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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Application SupportTechnical Product SupportSaaSEnterprise SoftwareEscalation ManagementCustomer CommunicationsTicket HandlingSLA ComplianceProcess ImprovementTraining Initiatives
Soft skills
LeadershipPeople ManagementCoaching MindsetCommunication SkillsCollaboration SkillsTeam EngagementMentoringRelationship BuildingCustomer SatisfactionCross-Functional Collaboration