Manager, Technical Support

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 Manager, Technical Support, you will report to the Director of Support and continuously collaborate with key stakeholders across the business to solve the most critical technical problems.

You Will

Coach team members on best practices for daily job related activities and monitor regular progress of the team and how they have been performing.

Hire, train and develop key talent in the team, in the business and technical domain as well as their craft and be accountable for the growth and career progression of direct reports.

Work on process improvements on how to handle and prepare for product releases, like Alpha, Beta or slow rollout to cut down on response times, and constantly looking for ways to streamline better processes for efficient support.

Work with Director to establish guidelines, processes, procedures, and policies for the team and provide guidelines on how to create new internal and external documentation to support processes and share knowledge within TPS team and our support partners

Be committed, often extending beyond regular working hours. Being on-call and available to tackle urgent issues as they arise especially during off-hours and weekend

Conduct DSUs to establish new tasks and updates

Provide and manage an escalation layer within the tier to review tickets that need escalation

Create and distribute reports and digests providing insights on how the team has been performing

Work with cross functional leaders to resolve process and procedural issues around escalation, and incident handling

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 management experience

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

Strong written and verbal communication and experience working with content in multiple mediums.

Thorough understanding of the software development and customer life cycle

Proactive, with the ability to work independently, and collaboratively as needs arise.

Excellent attention to detail, ability to prioritize, and work on multiple projects simultaneously, in a fast paced environment.

A positive attitude fostering collaboration.

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

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

Web page and Android/iOS Apps debugging experience using tools such as Chrome DevTools or XCode

Experience handling more complex, escalated support cases from the customer support team

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

Experience with analyzing data to uncover patterns or identify issues

Our 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.

This job is eligible to participate in our long-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.Compensation Range (Minimum – Maximum)$109,500—$208,000 USD

Originally posted on Himalayas

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