Support Engineer
Snap-on · Kenosha, WI · 3 wk ago
Information TechnologyFull-time
Responsibilities
- Troubleshoot and resolve issues across web applications, APIs, and backend services
- Analyze application behavior using logs, SQL queries, and Azure monitoring tools (e.g., Application Insights, Elastic Log Analytics)
- Manage and prioritize support queues based on severity, impact, and SLAs
- Investigate data issues using SQL (joins, filtering, aggregations) to identify root causes
- Collaborate with product managers, business analysts, and developers to clearly define bugs and expected behavior
- Document issues and translate findings into well-structured bug reports, user stories, or functional specs
- Assist in validating bug fixes and supporting release testing
- Contribute knowledge base articles and support playbooks
- Explore and assist in implementing AI-driven support workflows (e.g., chatbot triage, auto-classification, or response suggestions)
Qualifications
- Bachelor’s degree in computer science, Information Systems, or related field (or equivalent practical experience)
- Strong foundational SQL skills (queries, joins, basic performance awareness)
- Understanding of web application architecture (frontend, backend, APIs)
- Familiarity with Azure ecosystem (App Services, Azure SQL, monitoring tools)
- Ability to troubleshoot issues using logs, error messages, and system behavior
- Strong analytical and problem-solving skills
- Ability to manage multiple tasks in a queue-driven support environment
- Clear communication skills for both technical and non-technical audiences
Preferred Qualifications
- Exposure to JavaScript-based web applications or REST APIs
- Experience with tools like Azure Application Insights, Log Analytics, or similar observability platforms
- Familiarity with ticketing systems (Jira)
- Basic understanding of Agile, product management, or business analysis practices
- Exposure to AI tools or LLM-based support agents (e.g., chatbot workflows, prompt tuning, or automation tools like n8n)
- Experience writing bug reports, acceptance criteria, or functional specifications