Senior Technical Product Support Specialist at Abbvie

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.