Senior Technical Product Support Specialist

Job Description: 

As the Senior Technical Product Support Specialist on the Technical Product Support team you will report to the Manager of Technical Product Support and serve as a senior technical escalation point responsible for investigating complex product issues strengthening support operations and improving the overall customer experience across the Alle platforms. 

This is not a traditional support role. You will lead deep technical investigations into the most complex issues escalated through support channels - analyzing system behavior workflows integrations and product interactions to identify root causes. You will build thorough evidence-based cases using logs configuration details and system outputs and translate your findings into actionable product recommendations that drive efficient resolution. 

You will be a trusted cross-functional partner to Product Engineering and Program teams - not waiting for problems to arrive but proactively flagging systemic issues contributing to release readiness and representing the customer perspective in technical decisions. While most customer communication occurs through support teams you may engage directly with providers or internal stakeholders when deeper technical troubleshooting or investigation is required. 

Beyond resolving escalations you will identify patterns hiding in support data and operational signals translating those insights into recommendations that inform product roadmaps engineering prioritization and support strategy. When investigative volume allows you will independently scope and lead projects that strengthen support operations improve tools and workflows or close gaps in the customer experience. You will build and maintain the investigative frameworks documentation standards and troubleshooting guides that make the entire Technical Product Support team faster sharper and more consistent. 

You will also mentor and develop Technical Product Support Specialists raising the bar on how the team investigates documents and communicates. This role is designed for individuals who are naturally curious technically inclined and motivated to proactively improve systems processes and the overall customer experience. 

Responsibilities: 

Technical Investigation & Resolution 

• Lead end-to-end technical investigations on complex escalations analyzing system behavior workflows integrations and product interactions to identify root causes and determine appropriate resolution paths. 

• Reproduce reported issues across environments and validate system behaviors gathering relevant evidence such as logs configuration details screenshots and system outputs to build a complete picture before escalating. 

• Conduct objective root cause analysis to identify systemic issues and recommend targeted fixes that prevent recurrence not just resolve the immediate case. 

• Create clear detailed and actionable Jira tickets that give Product and Engineering teams what they need to investigate prioritize and ship fixes efficiently. 

• Engage directly with providers or internal stakeholders when deeper technical troubleshooting or investigation is required. 

Cross-Functional Partnership & Influence 

• Partner closely with Product Engineering and Program teams to drive resolution of customer-impacting issues while maintaining appropriate urgency and executive visibility for high-impact problems. 

• Translate support signals into actionable product insights - turning recurring pain points into prioritized recommendations that influence roadmaps and engineering backlogs. 

• Participate in release readiness reviews and sprint planning to anticipate support risks before they become customer issues. 

• Contribute to incident response and on-call rotations leading investigation and coordination during production incidents. 

Pattern Recognition & Proactive Improvement 

• Identify trends and recurring patterns across escalated cases operational data and support signals and translate those insights into concrete recommendations for product workflow or process improvements. 

• Develop monthly and quarterly operational reporting that surfaces systemic issues quantifies customer impact and highlights opportunities for product and support improvements. 

• Drive operational improvement projects from idea through implementation often identifying opportunities proactively based on observed customer issues operational gaps or emerging patterns. 

• Independently scope plan and deliver projects when investigative volume allows - identifying the highest-impact opportunities defining deliverables and timelines and driving work to completion without waiting for direction. 

• Support regulated operational workflows including legal requests reimbursement holds and financial resolution processes to ensure accurate and timely handling. 

Team Development & Knowledge Leadership 

• Mentor and guide Technical Product Support Specialists on investigative approaches troubleshooting strategies and documentation practices - building team capability not just individual expertise. 

• Create and maintain standardized troubleshooting frameworks and investigation guides so the team resolves recurring issues consistently and efficiently. 

• Strengthen and maintain internal documentation to ensure investigative findings troubleshooting approaches and resolution patterns are clearly captured and reusable by the team. 

• Collaborate with the Technical Writer to enhance internal knowledge base content and external help center documentation for complex technical topics. 

Qualifications :

Qualifications: 

The following listed requirements need to be met at a minimum level to be considered for the job: 

• 5-7 years of experience in technical product support customer experience or a related technical role within SaaS contact center or digital platform environments. 

• Experience supporting SaaS platforms or complex digital ecosystems with multiple integrated systems. 

• Proven ability to investigate and resolve complex technical issues involving system workflows integrations or product behavior - with a track record of getting to root cause not just closing tickets. 

• Strong analytical and troubleshooting skills with the ability to independently drive investigations form hypotheses and validate them systematically. 

• Hands-on experience with log analysis SQL queries and API troubleshooting. 

• Experience creating well-structured Jira tickets or engineering requests that enable productive collaboration with Product and Engineering teams. 

• Demonstrated cross-functional influence: experience partnering with Product Engineering or Program teams to drive outcomes 

• Experience identifying patterns in support data or operational signals and translating those insights into measurable improvements to product workflows or support processes. 

• Track record of independently scoping and leading initiatives or operational improvements from concept through implementation  

• Excellent written and verbal communication skills with the ability to translate complex technical issues for both technical and non-technical audiences. 

• Strong organizational and time-management skills with the ability to manage multiple investigations initiatives and competing priorities simultaneously. 

• Proficiency with support and operational systems such as Salesforce Jira or similar ticketing platforms. 

• Strong documentation discipline with experience contributing to knowledge bases operational guides or technical documentation that others rely on. 

• Demonstrated curiosity and systems-thinking mindset with the ability to explore unfamiliar technical problems and iterate toward solutions. 

• Experience with collaboration tools such as Slack Microsoft Teams or Google Meet. 

Preferred qualifications: 

• Experience participating in incident response or operational on-call rotations. 

• Comfort with ambiguity and a bias toward action.  

• Experience supporting enterprise or strategic accounts where the stakes and complexity are higher. 

• Experience in healthcare health technology or regulated industries with an understanding of PII handling and compliance requirements. 

• Experience with loyalty programs rewards platforms or consumer engagement ecosystems. 

The Ways We Work 

All For One AbbVie - We weigh all our decisions against the common good for the enterprise. We inspire share and create as an inclusive team. We solve problems for all rather than serving our immediate team. 

Decide Smart & Sure - We make intelligent decisions adapting to create the best outcomes. While never compromising patient health or safety we act quickly embrace experimentation accept what doesnt work and get on to what does. 

Agile & Accountable - We seek to streamline and eliminate unnecessary obstacles. We plan ahead and adapt as we go. We delegate and make tough decisions to ensure focus on priorities and results staying keenly aware of the urgency in all we do. 

Clear & Courageous - Open honest and candid dialogue is core to our work and how we act with others. We share information freely and continuously because insights and solutions can come from anywhere and ultimately serve us all. We admit mistakes. Even in disagreement we grow stronger by putting the courage of our convictions to the test. 

Make Possibilities Real - We question relentlessly with endless curiosity. Were never satisfied with good enoughpatients depend on us to continually deliver more. We challenge ourselves to find creative constructive solutions to turn possibilities into reality. 

Additional Information :

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 thetime of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographiclocation 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 ofany bonus commission incentive benefits or any other form of compensation and benefits that are allocable to a particular employee remains in the Companyssole and absolute discretion unless and until paid and may be modified at the Companys sole and absolute discretion consistent with applicable law. 

AbbVie is an equal opportunity employer and is committed to operating with integrity driving innovation transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled. 

US & Puerto Rico only - to learn more visit  & Puerto Rico applicants seeking a reasonable accommodation click here to learn more:

Work :

Yes

Employment Type :

Full-time