Technical Support Tier 2 - SQL

IQVIA; Taguig; Hybrid; PHP 60,000 - 90,000; Full time

Job summary

IQVIA is seeking a Tier 2 Support Analyst in the Philippines to deliver advanced technical support for the platform, owning complex incidents and defects. You will perform SQL-based troubleshooting, data validation, and database fixes to ensure data quality and platform stability.

You will work with developers and business teams, document fixes, and maintain regulatory compliance, while adapting to a hybrid setup and graveyard shift. IQVIA emphasizes integrity in its hiring process.

Qualifications

• Experience in Tier 2 / 2nd line support handling complex incidents through to resolution.
• Proficient in diagnosing issues in application code and performing SQL-based troubleshooting.
• Experience with APIs, integrations, background jobs, and platform services.
• Strong data quality awareness and governance, including GDPR familiarity.
• Ability to document fixes and preventative actions clearly.

Responsibilities

• Provide Tier 2 technical support by investigating and resolving complex issues escalated by users and support teams.
• Perform SQL queries and data validations to ensure accuracy and performance.
• Manage and prioritize tickets to meet SLAs and escalate as needed.
• Support staff and users with platform and SQL-related concerns.
• Collaborate with developers and business teams to identify root causes and implement fixes.

Skills

Tier 2 support experience

SQL troubleshooting

APIs & integrations

Database queries

Data quality & governance

Root cause analysis

Clear communication

Cross-functional collaboration

Graveyard shift readiness

Hybrid work setup

Tools

SQL

Log analysis

Monitoring tools

DevOps collaboration

Cloud platforms

Job description

Job Description:

Job Overview

The Tier 2 Support Analyst will provide advanced technical support for the platform, taking ownership of complex incidents and defects, including code-level and database-level fixes, while ensuring data quality, platform stability, and regulatory compliance.

Essential Function

• Provide Tier 2 technical support by investigating and resolving complex system issues, incidents, and defects escalated by users and support teams.
• Perform SQL-based troubleshooting, data validation, and database fixes to ensure data accuracy, quality, and system performance.
• Manage and prioritize support tickets, ensuring timely resolution and adherence to service level expectations.
• Support site staff / end users with technical concerns related to the platform, system functionality, and SQL-related issues.
• Collaborate with development and business teams to identify root causes, implement fixes, and maintain platform stability, compliance, and overall system reliability.

Key Skills & Capabilities

• Strong experience in Tier 2 / 2nd Line support, owning complex incidents through to resolution
• Ability to perform advanced technical intervention, including:
• Diagnosing issues in application code
• Writing and executing database queries, fixes, and data corrections ready for engineering team/ DevOps to execute
• Troubleshooting APIs, integrations, background jobs, and platform services
• Confident working with databases (SQL or equivalent), log analysis, and system monitoring tools
• Experience supporting cloud-hosted platforms and production environments
• Solid understanding of health or research data, data quality, and information governance (e.g. GDPR)
• Strong root cause analysis skills, with clear documentation of fixes and preventative actions
• Works closely with developers but escalates to engineering only when changes exceed Tier 2 scope
• Clear communication skills for working with researchers, product teams, and stakeholders
• Amenable to work on shifting schedule (primary shift is graveyard)
• Amenable to work on hybrid set up

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 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.