Technical Product Support Engineer

3 days ago

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Allergan Data Labs

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Allergan Data Labs is on a mission to transform the medical aesthetics business at Allergan Aesthetics, an AbbVie company (NYSE: ABBV), one of the largest pharmaceutical companies in the world$1. .$1

201 - 500

Description

• Provide the highest level of customer service to our customers while adhering to our strict SLAs for response and restoration times. • Handle more complex escalated cases from call center teams and Technical Product Support specialists. • Advocate for feature enhancements that our internal teams and external customers need by working cross-functionally with our product development and other engineering teams. • Create support tooling to expedite ticket resolution speeds, decrease engineering load, and optimize processes and procedures. • Analyze product requirement documents, technical architecture documents and other technical documents to assess operational needs for upcoming feature releases. • Identify problems and troubleshoot them, find workaround resolutions, and perform root cause analysis. • Kick-off, lead and contribute to critical incident calls. • Create productive relationships with and between key stakeholders, acting as a liaison between technical and non-technical teams. • Become a subject matter expert in our different Allē personas. • Enhance, document, contribute and maintain our Support procedures, tech stack, policies, and internal/external knowledge base. • Work a rotating on-call schedule that requires working outside regular business hours, during weekends and holidays. • Contribute and lead recurring meetings with other technical and non-technical teams. • Up to 10-15% travel to attend team meetings, product planning sessions and/or conferences. • Work during Pacific Hours between 8am-5pm.

Requirements

• 5+ years experience in Technical Customer Support, ideally in a SaaS environment. • 3+ years experience with support ticket management systems such as JIRA, Zendesk, Salesforce, etc. • 2+ years experience in reading and writing complex SQL queries and utilizing Snowflake. • 2+ years experience documenting defects using issue tracking systems such as Jira, Bugzilla, or Trello. • 2+ years experience with observability, monitoring, and alerting tools like Grafana, Prometheus, New Relic, Datadog, or Splunk. • 1+ years experience in scripting for task automation using programming languages like Python, JavaScript, or Bash. • 1+ years debugging experience using tools such as Chrome DevTools. • Excellent written & verbal communication skills. • Results driven. Strong organizational skills to prioritize items that bring the highest value/risk reduction to the business. • Willingness to work outside regular business hours, during weekends, and on-call rotations based on customer projects and critical incident calls. • Care about relationship building and experience in influencing a positive culture within an organization. We hire carefully, and the entire team is allowed to take part in evaluating potential hires.

Benefits

• Competitive salary. • Competitive annual bonus targets. • 401k with dollar for dollar match, up to 6% of eligible earnings (base, bonus). • Plus additional company contribution. • RSU grants (Long Term Incentives) for approved roles. • Comprehensive medical, dental, vision and life insurance. • 17 paid holidays per year, including 3 floating holidays. • Annual Paid Time Off (PTO), with separate sick days. • 12 weeks paid Parental Leave. • Caregiver Leave. • Adoption and Surrogacy Assistance Plan. • Flexible workplace accommodations. • Attend AWS Re:Invent in person (Las Vegas) or virtually each year for approved roles. • Tuition reimbursement. • A MacBook Pro and accompanying hardware to do great work. • A modern productivity toolset to get work done: Slack, Miro, Loom, Lucid, Google Docs, Atlassian and more. • Generous discounts on SkinMedica skin care products.