About this role
Job title: Product Support Technical Advisor II
About the Role 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 Do
- 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're 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.
Nice to Have
- Exposure to scripting, automation, and AI-driven support improvements.
Compensation & Benefits 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.