Technical Product Support Engineer | Allergan Data Labs

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 Support Engineer, 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.
<h3 class=" text-white font-semibold text-lg mb-2">You Will</h3>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2">Provide the highest level of customer service to our customers while adhering to our strict SLAs for response and restoration times.</li>
<li class=" leading-snug mb-2 pl-2">Handle more complex escalated cases from call center teams and Technical Product Support specialists.</li>
<li class=" leading-snug mb-2 pl-2">Advocate for feature enhancements that our internal teams and external customers need by working cross-functionally with our product development and other engineering teams.</li>
<li class=" leading-snug mb-2 pl-2">Create support tooling to expedite ticket resolution speeds, decrease engineering load, and optimize processes and procedures.</li>
<li class=" leading-snug mb-2 pl-2">Analyze product requirement documents, technical architecture documents and other technical documents to assess operational needs for upcoming feature releases.</li>
<li class=" leading-snug mb-2 pl-2">Identify problems and troubleshoot them, find workaround resolutions, and perform root cause analysis.</li>
<li class=" leading-snug mb-2 pl-2">Kick-off, lead and contribute to critical incident calls.</li>
<li class=" leading-snug mb-2 pl-2">Create productive relationships with and between key stakeholders, acting as a liaison between technical and non-technical teams.</li>
<li class=" leading-snug mb-2 pl-2">Become a subject matter expert in our different Allē personas.</li>
<li class=" leading-snug mb-2 pl-2">Enhance, document, contribute and maintain our Support procedures, tech stack, policies, and internal/external knowledge base.</li>
<li class=" leading-snug mb-2 pl-2">Work a rotating on-call schedule that requires working outside regular business hours, during weekends and holidays.</li>
<li class=" leading-snug mb-2 pl-2">Contribute and lead recurring meetings with other technical and non-technical teams.</li>
<li class=" leading-snug mb-2 pl-2">Up to 10-15% travel to attend team meetings, product planning sessions and/or conferences.</li>
<li class=" leading-snug mb-2 pl-2">Work during Pacific Hours between 8am-5pm.</li>
</ul>
<h3 class=" text-white font-semibold text-lg mb-2">Required Experience & Technical Skills</h3>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2">5+ years experience in Technical Customer Support, ideally in a SaaS environment.</li>
<li class=" leading-snug mb-2 pl-2">3+ years experience with support ticket management systems such as JIRA, Zendesk, Salesforce, etc.</li>
<li class=" leading-snug mb-2 pl-2">2+ years experience in reading and writing complex SQL queries and utilizing Snowflake.</li>
<li class=" leading-snug mb-2 pl-2">2+ years experience documenting defects using issue tracking systems such as Jira, Bugzilla, or Trello.</li>
<li class=" leading-snug mb-2 pl-2">2+ years experience with observability, monitoring, and alerting tools like Grafana, Prometheus, New Relic, Datadog, or Splunk.</li>
<li class=" leading-snug mb-2 pl-2">1+ years experience in scripting for task automation using programming languages like Python, JavaScript, or Bash.</li>
<li class=" leading-snug mb-2 pl-2">1+ years debugging experience using tools such as Chrome DevTools.</li>
<li class=" leading-snug mb-2 pl-2">Excellent written & verbal communication skills.</li>
<li class=" leading-snug mb-2 pl-2">Results driven. Strong organizational skills to prioritize items that bring the highest value/risk reduction to the business.</li>
<li class=" leading-snug mb-2 pl-2">Willingness to work outside regular business hours, during weekends, and on-call rotations based on customer projects and critical incident calls.</li>
<li class=" leading-snug mb-2 pl-2">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.</li>
</ul>
Preferred:
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2">2+ years experience leading a support initiative to further the business.</li>
<li class=" leading-snug mb-2 pl-2">1+ years experience in utilizing 3rd party or internal APIs with tools like Postman or Swagger.</li>
<li class=" leading-snug mb-2 pl-2">1+ years resolving issues to API integrations and performance.</li>
<li class=" leading-snug mb-2 pl-2">1+ years experience supporting applications using microservices and event-driven architectures using public clouds (preferably AWS, but GCP and Azure are also acceptable).</li>
<li class=" leading-snug mb-2 pl-2">1+ years experience with messaging tools like Slack, Microsoft Teams, or Google Chat.</li>
<li class=" leading-snug mb-2 pl-2">1+ years experience with Support operations .</li>
<li class=" leading-snug mb-2 pl-2">Experience with on-call and incident management tools like PagerDuty or VictorOps.</li>
<li class=" leading-snug mb-2 pl-2">Experience with analyzing data to uncover patterns or identify issues.</li>
<li class=" leading-snug mb-2 pl-2">Understanding Agile methodologies, software development and customer life cycle.</li>
<li class=" leading-snug mb-2 pl-2">Experience in managing end-to-end documentation creation processes, utilizing tools such as Confluence, Google Docs, or Microsoft Word.</li>
</ul>
<h3 class=" text-white font-semibold text-lg mb-2">Our Core Values</h3>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2">Be Humble: You’re smart yet always interested in learning from others.</li>
<li class=" leading-snug mb-2 pl-2">Work Transparently: You always deal in an honest, direct and transparent way.</li>
<li class=" leading-snug mb-2 pl-2">Take Ownership: You embrace responsibility and find joy in having the answers.</li>
<li class=" leading-snug mb-2 pl-2">Learn More: Through blog posts, newsletters, podcasts, video tutorials and meetups you regularly self-educate and improve your skill set.</li>
<li class=" leading-snug mb-2 pl-2">Show Gratitude: You show appreciation and return kindness to those you work with.</li>
</ul>
<h3 class=" text-white font-semibold text-lg mb-2">Perks</h3>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2">Competitive salary.</li>
<li class=" leading-snug mb-2 pl-2">Competitive annual bonus targets.</li>
<li class=" leading-snug mb-2 pl-2">401k with dollar for dollar match, up to 6% of eligible earnings (base, bonus). Plus additional company contribution.</li>
<li class=" leading-snug mb-2 pl-2">RSU grants (Long Term Incentives) for approved roles.</li>
<li class=" leading-snug mb-2 pl-2">Comprehensive medical, dental, vision and life insurance.</li>
<li class=" leading-snug mb-2 pl-2">17 paid holidays per year, including 3 floating holidays.</li>
<li class=" leading-snug mb-2 pl-2">Annual Paid Time Off (PTO), with separate sick days.</li>
<li class=" leading-snug mb-2 pl-2">12 weeks paid Parental Leave.</li>
<li class=" leading-snug mb-2 pl-2">Caregiver Leave.</li>
<li class=" leading-snug mb-2 pl-2">Adoption and Surrogacy Assistance Plan.</li>
<li class=" leading-snug mb-2 pl-2">Flexible workplace accommodations.</li>
<li class=" leading-snug mb-2 pl-2">We celebrate our wins with opportunities to attend Lakers, Knicks, Anaheim Ducks, Anaheim Angels and NY Rangers games.</li>
<li class=" leading-snug mb-2 pl-2">Opportunities to attend concerts, festivals and other live entertainment events in recognition of delivering great work.</li>
<li class=" leading-snug mb-2 pl-2">Attend AWS Re:Invent in person (Las Vegas) or virtually each year for approved roles.</li>
<li class=" leading-snug mb-2 pl-2">Tuition reimbursement.</li>
<li class=" leading-snug mb-2 pl-2">A MacBook Pro and accompanying hardware to do great work.</li>
<li class=" leading-snug mb-2 pl-2">A modern productivity toolset to get work done: Slack, Miro, Loom, Lucid, Google Docs, Atlassian and more.</li>
<li class=" leading-snug mb-2 pl-2">Generous discounts on SkinMedica skin care products.</li>
</ul>
Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law:
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2">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.</li>
<li class=" leading-snug mb-2 pl-2">We offer a comprehensive package of benefits including paid time off. (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.</li>
<li class=" leading-snug mb-2 pl-2">This job is eligible to participate in our short-term incentive programs.</li>
</ul>
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.
Compensation Range (Minimum – Maximum)
$83,000—$157,500 USD

Technical Product Support Engineer | Allergan Data Labs | Remote (United States)

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