Product Support Technical Advisor II
$57,000–$142,700 year
On-siteMarietta, Georgia, United States
Job Summary
Provide senior Tier-3 product support for enterprise laboratory applications and integrated systems supporting U.S.-based lab operations. Drive rapid resolution of high-impact production incidents, deliver onsite technical troubleshooting for lab devices, instruments, and network issues, and maintain continuity across critical workflows like kit production and study execution. Lead resolution of high-priority escalations, perform root cause analysis, document findings, and drive corrective actions while coordinating with Development, DBA, and vendor teams to restore service. Monitor ticket queues to ensure SLA adherence and timely closure of escalations.
Required Qualifications
- 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
- 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 24x7 or global support models aligned to U.S. business hours
- Exposure to scripting, automation, and AI-driven support improvements
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