Remote Technical Product Support Engineer

Summary

Join Allergan Data Labs on a mission to transform the Allergan Aesthetics beauty business at AbbVie, one of the largest pharmaceutical companies in the world. 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.

Responsibilities

• 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 products
• 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

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