Technical SQL Support Tier 2

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