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® Cosmetic, CoolSculpting®, JUVÉDERM® and more. The medical aesthetics business is ripe for rapid growth and disruption, and we are looking 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 had millions of consumers use it as part of their beauty journey.

We’re looking to add to our team as we prepare to launch a new array of game-changing technologies on our successfully adopted platform. If you’re interested in working within a startup-oriented environment, while having the backing of a very large company, please read on.

As the Technical Product SupportEngineer, you will report to the Manager, Technical Product Support and continuously collaborate with key stakeholders advocating for our customers across the business to solve the most critical technical problems. You will be responsible for providing proactive input from a support perspective during feature design and finalization.

You Will

• 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

Experience, Traits & Technical Skills

Mandatory:

• 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.

Preferred:

• 2+ years experience leading a support initiative to further the business

• 1+ years experience in utilizing 3rd party or internal APIs with tools like Postman or Swagger

• 1+ years resolving issues to API integrations and performance.

• 1+ years experience supporting applications using microservices and event-driven architectures using public clouds (preferably AWS, but GCP and Azure are also acceptable)

• 1+ years experience with messaging tools like Slack, Microsoft Teams, or Google Chat

• 1+ years experience with Support operations

• Experience with on-call and incident management tools like PagerDuty or VictorOps

• Experience with analyzing data to uncover patterns or identify issues

• Understanding Agile methodologies, software development and customer life cycle

• Experience in managing end-to-end documentation creation processes, utilizing tools such as Confluence, Google Docs, or Microsoft Word

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.

• 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.

• We celebrate our wins with opportunities to attend Lakers, Knicks, Anaheim Ducks, Anaheim Angels and NY Rangers games.

• Opportunities to attend concerts, festivals and other live entertainment events in recognition of delivering great work.

• Tuition reimbursement.

• Attend a tech or marketing conference of your choice each year.

• 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.

• Discounted aesthetic treatment days multiple times a year.

• $600 worth of Alle benefits each year to use towards aesthetic treatments and products.

• Eligible for donation matching to over 1.5 million nonprofit organizations.

• Attend AWS Re:Invent in person (Las Vegas) or virtually each year (for certain roles)

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law:

• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.
  
  
• We offer a comprehensive package of benefits including paid time off. (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.
  
  
• This job is eligible to participate in our short-term incentive programs.
  
  

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company's sole and absolute discretion, consistent with applicable law.