Product Support Technical Advisor II
About The Position
We are seeking Product Support Technical Advisor II to join IQVIA Laboratories at Marietta, GA. We hire passionate innovators who drive healthcare forward through thoughtful and inclusive collaboration. If you want to discover a career with greater purpose, join us as we transform and accelerate research and development. Provide senior Tier-3 product support for enterprise laboratory applications and integrated systems supporting U.S.-based lab operations. This role drives rapid resolution of high-impact production incidents, delivers onsite technical troubleshooting, and helps maintain continuity across critical workflows such as kit production, sample processing, and study execution.
Requirements
- Bachelor’s degree in computer science or equivalent experience
- 6–10+ years in application/product support with Tier‑3 or senior support experience
- Strong technical expertise in Windows, SQL/Oracle, IIS, .NET, Unix/Linux, and Azure/AWS
- Experience with debugging, log analysis, and advanced production issue resolution across applications, databases, and integrations
- Other Equivalent combination of education, training, and experience may be accepted in lieu of degree
Nice To Haves
- Strong communication and stakeholder management skills in a fast-paced support environment
- Excellent analytical thinking, prioritization, and end-to-end incident ownership
- Working knowledge of ITIL processes including Incident, Problem, and Change Management
- Ability to operate effectively in 24x7 or global support models aligned to U.S. business hours
- Exposure to scripting, automation, and AI-driven support improvements
Responsibilities
- Provide Tier-3 support for complex, business-critical incidents across production and non-production environments
- Lead resolution of high-priority escalations and serve as the escalation point for Tier-2 support
- Deliver onsite troubleshooting for lab devices, instruments, printers, iPads, and network-related issues
- Perform root cause analysis, document findings, and drive corrective and preventive actions
- Coordinate with Development, DBA, Cloud, and vendor teams to restore service and improve system stability
- Support change and release activities, production validation, and hypercare stabilization
- Monitor ticket queues to ensure SLA adherence and timely closure of escalations
Benefits
- Integrated benefits programs and resources to take care of our employees' physical, mental and emotional, financial and social well-being
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
