Product Support Technical Advisor II
IQVIA•Marietta, GA
•Onsite
About The Position
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
- 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 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
