Senior Support Engineer – Cloud & Data Engineering (L2 Support)

Location: Colombia (Remote/Hybrid)
Job Type: Full-time
Department: Technology Product Development Support

About the Role

We are seeking a highly skilled Senior Support Engineer – Cloud & Data Engineering to join our production support team. This role is ideal for a professional with strong experience supporting enterprise-scale data platforms and cloud-based data engineering environments.

The successful candidate will be responsible for providing Level 2 (L2) production support, troubleshooting complex technical issues, resolving incidents, and ensuring the stability and availability of critical data pipelines and workflows. The position requires hands-on expertise with Azure Databricks, SQL, Apache Airflow, and Azure cloud-based data engineering concepts.

This role operates in a fast-paced support environment and requires participation in a rotational on-call schedule, including weekend support when required.

Key Responsibilities

• Provide L2 support for Azure Databricks environments, including cluster issues, job failures, notebook troubleshooting, and Spark performance bottlenecks.

• Investigate and resolve SQL-related issues, including query failures, performance degradation, and data quality inconsistencies.

• Troubleshoot Apache Airflow DAG failures, scheduling issues, task retries, and workflow dependencies.

• Support production ETL/ELT pipelines and enterprise data platforms.

• Perform root cause analysis for escalated incidents and implement long-term solutions.

• Monitor and maintain the health and reliability of production data workflows.

• Manage support tickets while ensuring adherence to service-level agreements (SLAs).

• Analyze logs and system behavior to diagnose and resolve technical issues quickly.

• Participate in incident bridges, outage investigations, and post-incident reviews.

• Collaborate with engineering and development teams to improve platform reliability and operational excellence.

• Support QA, UAT, and production releases.

• Maintain technical documentation, runbooks, and knowledge base articles.

• Communicate effectively with both technical and business stakeholders regarding incident status and resolution.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.

• 4–6+ years of experience supporting enterprise data platforms, big data environments, or cloud-based applications.

• Experience working in a Level 2 production support environment handling escalations and critical incidents.

• Strong hands-on experience with:

  • Azure Databricks

  • Apache Spark

  • SQL (advanced querying, optimization, troubleshooting)

  • Apache Airflow

  • ETL/ELT data pipelines

• Understanding of Azure cloud services and modern data engineering concepts.

• Experience troubleshooting distributed data processing systems.

• Familiarity with ticketing and incident management platforms such as ServiceNow or Jira.

• Strong analytical and problem-solving skills.

• Excellent verbal and written communication skills.

• Ability to manage multiple priorities in a high-pressure production support environment.

Preferred Qualifications

• Experience optimizing Spark workloads and Databricks jobs.

• Knowledge of Hadoop ecosystems and big data technologies.

• Experience with cloud platforms such as Azure, AWS, or GCP.

• Python scripting experience for troubleshooting, automation, or operational support.

• Familiarity with CI/CD pipelines and DevOps practices.

• Experience supporting mission-critical enterprise applications and data platforms.

• Knowledge of monitoring and observability tools.

Support Coverage Requirements

This position requires participation in a rotational support schedule to ensure coverage of critical production systems.

Candidates must be able to:

• Participate in weekend support rotations.

• Respond to high-priority incidents outside standard business hours.

• Support production environments during critical releases or escalations.

• Maintain SLA compliance across assigned support windows.

What We're Looking For

We are looking for a technically strong support professional who enjoys solving complex production issues and ensuring operational excellence. The ideal candidate combines deep technical expertise in modern data platforms with a proactive, customer-focused mindset and a passion for system reliability.

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.