Product Support Technical Advisor II

IQVIA Laboratories; Marietta (GA); On-site; USD 57,000 - 142,700; Full time

Benefits offered by this job

Benefits programs

Job summary

IQVIA Laboratories in Marietta, GA seeks a Product Support Technical Advisor II to provide senior Tier-3 support for enterprise lab applications and integrated systems across U.S. operations.

You will drive rapid resolution of production incidents, perform onsite troubleshooting, and ensure continuity of critical workflows from kit production to study execution. Ideal candidates have a Bachelor's in computer science or equivalent, 6–10+ years in application/product support (Tier-3 or senior),

Qualifications

• Bachelor’s degree in computer science or equivalent experience.
• 6–10+ years in application/product support with Tier-3 or senior experience.
• Strong technical expertise in Windows, SQL/Oracle, IIS, .NET, Unix/Linux, and Azure/AWS.
• Experience with debugging, log analysis, and production issue resolution.

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.
• Deliver onsite troubleshooting for lab devices, instruments, printers, iPads, and network issues.
• Perform root cause analysis, document findings, and drive corrective actions.
• Coordinate with Development, DBA, Cloud, and vendor teams to restore service and improve stability.
• Support change and release activities, production validation, and hyper-care stabilization.
• Monitor ticket queues to ensure SLA adherence and timely closure of escalations.

Skills

Windows

SQL/Oracle

IIS

.NET

Unix/Linux

Azure/AWS

Education

Bachelor’s degree in computer science or equivalent experience

Job description

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.

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 hyper-care 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 24×7 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 the diverse and changing needs. We invest in integrated benefits programs and resources to support physical, mental, emotional, financial, and social well‑being.

Benefits

To learn more about our benefits, please refer to the IQVIA Benefits page.

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.

IQVIA is committed to integrity in our hiring process and maintains zero tolerance for candidate fraud. All information and credentials must be truthful and complete. False statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification or termination.

The potential base pay range for this role, when annualized, is $57,000.00 - $142,700.00. Actual base pay offered may vary based on qualifications, location, and schedule. Incentive plans, bonuses, and other compensation may be offered in addition to health and welfare benefits.