Technical Product Support Engineer

Allergan Data Labs is on a mission to transform the Allergan Aesthetics beauty business at AbbVie, one of the largest pharmaceutical companies in the world. Our iconic brands include Botox, CoolSculpting, Juvéderm, and more. The medical aesthetics business is ripe for rapid growth and disruption, and we are looking for an experienced Technical Product Support Engineer to add to our high-performing team to do just that.

Our team has successfully launched a new and innovative technology platform, Allē, which serves millions of consumers, tens of thousands of aesthetics providers, and thousands of colleagues throughout the US. Since its launch in November 2020, Allē has delivered curated promotions, personalized experiences, and millions of consumers use it as part of their beauty journey. Now, we are looking for a Technical Product Support Engineer to join our Technical Support group as we prepare to launch a new array of game-changing technologies on our successfully adopted platform.

We're looking for a Technical Product Support Engineer interested in working within a startup-oriented environment while being backed by a huge company. If that's you, please read on.

As the Technical Product Support Engineer, you will report to the Associate Director of Technical Support and Customer Success and continuously collaborate with key stakeholders across the business to solve the most critical technical problems.

You Will

• Manage cases, requests, and enhancements using online tools, ticketing system, and technical product support processes
• Ensure any loss of service on Alle is restored in a timely and efficient manner.
• Provide the highest level of customer service to our customers while adhering to our strict SLAs for response and restoration times
• Identify problems and troubleshoot them, find workaround resolutions, perform root cause analysis, and perform critical incident management
• Create productive relationships with and between key stakeholders
• Become a subject matter expert in our different Allergan Data Labs personas
• Enhance and assist our knowledge base in collaboration with our Technical Writers
• Enhance and maintain Support procedures, tech stack, and policies
• Work cross-functionally with our product development teams to create and improve technical support tools

#LI - remote

Required Experience & Technical Skills

• 5+ years experience providing Technical Customer Support with SaaS experience.
• Excellent analytical and problem-solving skills
• Experience with support ticket management systems, such as JIRA, Zendesk, Salesforce, etc. and optimization of such systems
• Worked on microservices and event driven architecture using public clouds (preferably AWS but GCP and Azure is ok too)
• Experience with database queries and worked on Snowflake
• Web page and Android/iOS Apps debugging experience
• Experience with observability, monitoring, alerting tools
• Experience with messaging tools
• Experience with on-call and incident management tools.
• Strong written and verbal communication and ability to be the voice of the customer.
• Proactive, with the ability to work independently and collaboratively as needs arise.
• Excellent customer service skills
• Understanding of software development and customer support cycle
• Flexibility as responsibilities may require occasional out-of-business hours, weekend and on-call rotation work based on customer projects
• Strong experience owning an end-to-end documentation creation process.
• Excellent attention to detail, ability to prioritize, and work on multiple projects simultaneously in a fast-paced environment.
• A positive attitude fostering collaboration.

Core Values

• Be Humble: You're smart yet always interested in learning from others.
• Work Transparently: You always deal in an honest, direct, and transparent way.
• Take Ownership: You embrace responsibility and find joy in having the answers.
• Learn More: Through blog posts, newsletters, podcasts, video tutorials, and meetups, you regularly self-educate and improve your skill set..
• Show Gratitude: You show appreciation and return kindness to those you work with.

Perks

• Competitive salary
• Comprehensive medical, dental, vision, and life insurance
• 401k with up to 8% company match
• Unlimited PTO
• An entire week off for the holidays
• MacBook Pro and accompanying equipment to do great work
• Attend a tech or marketing conference of your choice each year
• On-campus restaurant and amenities

#LI-REMOTE

At AbbVie, we value bringing together individuals from diverse backgrounds to develop new and innovative solutions for patients. As an equal opportunity and affirmative action employer, we do not discriminate on the basis of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, protected veteran status, or any other legally protected characteristic. If you would like to view a copy of the company’s affirmative action plan or policy statement, please email [email protected].