Sr. Technical Product Support Engineer (Remote)

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.

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 Senior Technical Product Support Engineer to add to our high-performing team.

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, and personalized experiences, and millions of consumers use it as part of their beauty journey. Now, we are looking for a Senior Technical Product Support Engineer to join our Technical Product Support group as we prepare to launch a new array of game-changing technologies on our successfully adopted platform.

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

As the Senior Technical Product Support Engineer, you will report to the Director, Support and Success and continuously collaborate with key stakeholders across the business to solve the most critical technical problems. You will also be responsible for resolving complex technical issues and further escalating them as necessary to our Engineering teams.

You Will

• 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 Allē 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 and other engineering teams to create and improve technical support tools
• Analyze product requirement documents, technical architecture documents and other technical documents to access operational needs for upcoming feature releases
• Kick-off, lead and contribute to critical incident calls
• Act as a liaison between internal engineering teams and non-technical teams
• Act as a direct liaison between product engineering teams and the Technical Product Support Team
• Handle more complex escalated cases from call center teams and Technical Product Support specialists
• Work a rotating on-call schedule that occasionally requires working outside regular business hours, during weekends and holidays
• Contribute and lead recurring meetings with other technical and non-technical teams
• Document and contribute to standard operating procedures
• Create, review and update both internal and customer facing knowledge base articles
• Up to 25% travel to attend team meetings, product planning sessions and/or conferences

Required Experience & Technical Skills

• 7+ years experience in Technical Customer Support, ideally in a SaaS environment
• 5+ years experience with support ticket management systems such as JIRA, Zendesk, Salesforce, etc
• 3+ years experience in reading and writing complex SQL queries, including join statements, window functions, and common table expressions, utilizing SQL tools such as MySQL Workbench or SQL Server Management Studio
• 2+ years experience documenting defects using issue tracking systems such as Jira, Bugzilla, or Trello
• Preferred 1+ years experience in scripting for task automation using programming languages like Python, JavaScript, or Bash
• 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 database management and operations on platforms like Snowflake
• 1+ years experience with observability, monitoring, and alerting tools like Grafana, Prometheus, New Relic, Datadog, or Splunk
• Preferred 1+ years experience in utilizing 3rd party or internal APIs with tool