Product Support Technical Advisor II
We are seeking Product Support Technical Advisor II to join IQVIA Laboratories at Marietta, GA (hybrid).
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.
Job Summary:
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.
What You'll Be Doing:
- 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
What We Are Looking For:
- 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
The Knowledge, Skills and Abilities Needed for This Role:
- 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
What We Offer You:
We put our employees at the center of everything we do and are committed to providing them, and their families, with benefits that meet their diverse and changing needs. We invest in integrated benefits programs and resources to take care of our employees' physical, mental and emotional, financial and social well-being so they can thrive at home and at work, at any stage of their well-being journey.
To learn more about our benefits, visit IQVIA Benefits.
If you're looking to unleash your potential, join IQVIA Laboratories to help make the extraordinary possible!
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com
IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law. https://jobs.iqvia.com/eoe
IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.
The potential base pay range for this role, when annualized, is $57,000.00 - $142,700.00. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.