Product Support Technical Advisor II

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. #J-18808-Ljbffr IQVIA Laboratories