Overview
The L2 Support Engineer provides second-line support for Veeva platforms used by a general pharmaceutical client. The role resolves complex functional and technical issues, supports configuration and release activities, and works with client stakeholders, vendors and delivery teams to maintain stable, compliant services across Commercial, Medical, Clinical, Safety and Regulatory processes.
Key Responsibilities
Provide Level 2 support for Veeva CRM, Veeva MedComms, eTMF, CTMS, RIMS and Safety or Pharmacovigilance systems.
Act as the escalation point for incidents and service requests raised by Level 1 support and end users.
Analyse issues involving configuration, integrations, data, security and user access.
Perform minor configuration changes, data corrections and operational support activities in accordance with procedures and change-management controls.
Coordinate complex defects and platform issues with Level 3 support, Veeva support and other vendors.
Support releases through regression testing, deployment validation and post-release support.
Maintain GxP compliance,



validation status and audit readiness.
Maintain support documentation, knowledge articles and operating procedures.
Participate in service reviews, incident trend analysis and continuous-improvement activities.
Collaborate with client business users, IT teams and managed-service colleagues across regions.
Requirements
Qualifications
Bachelor’s degree in Computer Science, Information Systems or a related field, or equivalent practical experience.
Skills
Ability to analyse issues across functional and technical layers.
Strong problem-solving, documentation and communication skills.
Ability to communicate clearly with technical and non-technical stakeholders.
Fluent written and spoken English.
Experience and Knowledge
3 - 5 years of relevant experience, including Level 2 application support in an enterprise environment.
Understanding of application support, incident management and ITIL-based se

📌 Support Engineer Veeva Applications (México)
🏢 Arcondis Group
📍 México