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.