Product Support Specialist, Platform Success - IQVIA Digital (Remote)

To be eligible for this position, you must reside in the same country where the job is located. 

IQVIA Digital powers exceptional brand experiences, delivering innovative solutions based on a customer-first, insights-driven, and integrated omnichannel vision. We provide authenticated, privacy-enhanced data and analytics, innovative fit-for-purpose healthcare technology, and the expertise to enable an effective and adaptable marketing model that drives better quality of care and patient outcomes. IQVIA is the leading global provider of data, advanced analytics, technology solutions and clinical research services for the life sciences industry.  Learn more at www.iqviadigital.com 

At the center of IQVIA Digital sits our IQVIA Media Operating System, a healthcare specific marketing platform trusted by some of the largest pharmaceutical brands and media agencies. We empower media planning, buying, and analytics teams with the tools they need to do their job, and do it well. By simplifying workflows that used to take days into seconds, integrating functionality that used to require multiple vendors into one, and providing faster and deeper insights than anyone in the industry, we are helping healthcare marketers cut their costs, move faster and drive measurable results – all without having to pick up the phone. 

Platform Success is a diverse group of problem solvers with boundless curiosity. Together, we build trusted client partnerships that produce mutual wins through collaboration, empathy, and a readiness to challenge the status quo. We look for people who are consultative, analytical, technically minded, and passionate about driving real results. 

We're rapidly growing and looking for super-curious, passionate and driven individuals to join our team. Our people are our greatest asset and we're committed to creating an environment where we all thrive doing what we love. The Product Support team serves as the critical bridge between Platform Success and Product, ensuring all platform systems and processes are functioning as intended and owning issue resolution. 

Role:  The Product Support Specialist is a highly technical individual who possesses deep knowledge of data flows, platform infrastructure, and the broader platform ad tech ecosystem. This specialist is responsible for managing and resolving platform-related issues, ensuring system stability and enhancing internal workflows. 

Key Responsibilities: 

• Escalation Management & Triage: Serve as the primary escalation point for Platform Success, systematically investigating and diagnosing platform issues. Leverage log analysis, GCS/internal tools, API’s, SQL, and ecosystem knowledge to determine root causes before escalating. 

• Technical Troubleshooting & Resolution: Conduct deep technical investigations across platform components including API integrations, data pipelines, and system performance metrics to identify and mitigate failures. 

• JIRA Ownership & Workflow Management: Own the JIRA ticketing process, ensuring all escalations are documented, prioritized, and assigned to the correct Engineering or Product queues with sufficient detail for resolution. 

• Product & QA Collaboration & Prioritization: Work closely with Product Managers to influence prioritization of bug fixes and platform improvements, ensuring high-impact issues affecting clients and revenue are addressed efficiently and holistically. 

• Communication & Transparency: Serve as the conduit between Product, Engineering, and Platform Success by providing timely updates, clear root cause analyses, and expectations on resolution timelines. Maintain a feedback loop that ensures clients and client-facing teams are informed and sets the right expectations with all stakeholders. 

• Process & Documentation: Develop and maintain comprehensive internal documentation, including troubleshooting guides, common issue resolutions, and best practices to enhance knowledge-sharing and efficiency across teams. 

Success in This Role Will Look Like: 

• Escalation Resolution Efficiency: Reduction in time to resolution (TTR) for technical escalations. 

• Optimized Issue Management: Strong performance in tracking, prioritizing, and closing support tickets through tools like JIRA. 

• Enhanced Cross-Functional Collaboration: Strengthened communication and alignment between Platform Success, Product, and Engineering teams. 

• Improved Platform Performance: Decreased volume of recurring technical issues and improved system stability, contributing to a more seamless user experience. 

Qualifications:  

• Bachelor’s Degree required; background in business, marketing, analytics, or a related field required. 

• 4+ years of experience in platform operations, platform support, or product management within the ad tech industry. 

• Deep technical understanding of the programmatic advertising ecosystem, including DSPs, data flows, and platform infrastructure—able to navigate technical systems and tools without being an engineer. 

• Demonstrated experience managing technical escalations and troubleshooting, with working knowledge of tools like JIRA, SQL, APIs, and internal monitoring systems. 

• Proven ability to translate complex technical concepts into clear, actionable insights for internal stakeholders across Product, Engineering, and Platform Success. 

• Highly organized and detail-oriented, with a proactive mindset and the ability to anticipate needs, identify gaps, and think several steps ahead. 

• Naturally curious and systems-minded—asks the right questions to uncover root causes and improve processes. 

• Skilled at driving cross-functional collaboration and influencing prioritization of platform improvements and bug fixes. 

• Comfortable working in a fast-paced, evolving environment with shifting priorities and high expectations for ownership and follow-through. 

• Passion for improving internal workflows, enhancing platform stability, and enabling client-facing teams to deliver exceptional service. 

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