Technical Product Support Engineer

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.

You Will

• 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 Allē personas.

• Enhance, document, contribute and maintain our Support procedures, tech stack, policies, and internal/external knowledge base.

• Work a rotating on-call schedule that requires working outside regular business hours, during weekends and holidays.

• Contribute and lead recurring meetings with other technical and non-technical teams.

• Up to 10-15% travel to attend team meetings, product planning sessions and/or conferences.

• Work during Pacific Hours between 8am-5pm.

Required Experience & Technical Skills

• 5+ years experience in Technical Customer Support, ideally in a SaaS environment.

• 3+ years experience with support ticket management systems such as JIRA, Zendesk, Salesforce, etc.

• 2+ years experience in reading and writing complex SQL queries and utilizing Snowflake.

• 2+ years experience documenting defects using issue tracking systems such as Jira, Bugzilla, or Trello.

• 2+ years experience with observability, monitoring, and alerting tools like Grafana, Prometheus, New Relic, Datadog, or Splunk.

• 1+ years experience in scripting for task automation using programming languages like Python, JavaScript, or Bash.

• 1+ years debugging experience using tools such as Chrome DevTools.

• Excellent written & verbal communication skills.

• Results driven. Strong organizational skills to prioritize items that bring the highest value/risk reduction to the business.

• Willingness to work outside regular business hours, during weekends, and on-call rotations based on customer projects and critical incident calls.

• 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.

Preferred: 

• 2+ years experience leading a support initiative to further the business.

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

• 1+ years resolving issues to API integrations and performance. 

• 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 messaging tools like Slack, Microsoft Teams, or Google Chat.

• 1+ years experience with Support operations .

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

• Experience with analyzing data to uncover patterns or identify issues.

• Understanding Agile methodologies, software development and customer life cycle.

• Experience in managing end-to-end documentation creation processes, utilizing tools such as Confluence, Google Docs, or Microsoft Word.

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. 

• 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.