Job Description
Overview
We are looking for an Entry-Level Support Engineer with 2-3 years of experience to support and troubleshoot modern web applications built on an Azure and SQL-based stack. This role is ideal for someone who enjoys digging into application issues, working with data, and exploring emerging tools like AI agents to improve support operations.
Responsibilities
Qualifications
We are looking for an Entry-Level Support Engineer with 2-3 years of experience to support and troubleshoot modern web applications built on an Azure and SQL-based stack. This role is ideal for someone who enjoys digging into application issues, working with data, and exploring emerging tools like AI agents to improve support operations.
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
- 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
- Structured problem-solving and root cause analysis
- Ability to translate issues into actionable technical and functional requirements
- Ownership mindset with attention to detail
- Curiosity and willingness to experiment with AI-driven support improvements
- Strong collaboration across engineering, product, and support teams
Numbers & Facts
| Location | Kenosha, Wisconsin |
| Industry | Manufacturing - Other |
| Company Size | 10,000 employees or more |
| Website | http://www.snapon.com |
About Company
Snap-on Incorporated is a leading global innovator, manufacturer and marketer of tools, equipment, diagnostics, repair information and systems solutions for professional users performing critical tasks. Products and services include hand and power tools, tool storage, diagnostics software, information and management systems, shop equipment and other solutions for vehicle dealerships and repair centers, as well as for customers in industries, including aviation and aerospace, agriculture, construction, government and military, mining, natural resources, power generation and technical education. Snap-on also derives income from various financing programs to facilitate the sales of its products and support its franchise business. Products and services are sold through the company’s franchisee, company-direct, distributor and internet channels. Founded in 1920, Snap-on is a $3.7 billion, S&P 500 company headquartered in Kenosha, Wisconsin.
Skills
- Agile Programming Methodologiesunmatched
- Analysis Skillsunmatched
- Application Programming Interface (API)unmatched
- Artificial Intelligence (AI)unmatched
- Artificial Intelligence (AI) Agentsunmatched
- Atlassian JIRAunmatched
- Automationunmatched
- Bug Tracking/Defect Managementunmatched
- Business Analysisunmatched
- Business Practicesunmatched
- Communication Skillsunmatched
- Computer Scienceunmatched
- Conversation Engineunmatched
- Debugging Skillsunmatched
- Detail Orientedunmatched
- Ecosystemsunmatched
- Establish Prioritiesunmatched
- Identify Issuesunmatched
- Information Technology & Information Systemsunmatched
- Internet Applicationunmatched
- Knowledge Baseunmatched
- Microsoft Windows Azureunmatched
- Multitaskingunmatched
- Operational Improvementunmatched
- Operational Supportunmatched
- Problem Solving Skillsunmatched
- Process Improvementunmatched
- Product Managementunmatched
- Product Supportunmatched
- Root Cause Analysisunmatched
- SQL (Structured Query Language)unmatched
- Service Level Agreement (SLA)unmatched
- Software Administrationunmatched
- Technical Supportunmatched
- User Interface/Experience (UI/UX)unmatched
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