Senior Technical Product Support Specialist
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Job Description
Senior Technical Product Support Specialist at AbbVie leading technical investigations and enhancing customer experience. Collaborating with cross-functional teams to analyze and resolve complex product issues.
Responsibilities:
- 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.
- 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.
- 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.
- Mentor and guide Technical Product Support Specialists on investigative approaches, troubleshooting strategies, and documentation practices - building team capability, not just individual expertise.
Requirements:
- 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.
Benefits:
- Paid time off (vacation, holidays, sick)
- Medical/dental/vision insurance
- 401(k) to eligible employees
- Participation in short-term incentive programs
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