Support Engineer

Snap-On Tools; Kenosha (WI); On-site; USD 55,000 - 75,000; Full time

Job summary

Snap-On Tools is looking for an Entry-Level Support Engineer located in Kenosha, Wisconsin. The ideal candidate will have 2-3 years of experience supporting modern web applications built on an Azure and SQL-based stack. You will troubleshoot issues, analyze data behavior, and work with Agile teams to improve the support operations.

Key qualifications include a Bachelor's degree in computer science, strong SQL skills, and familiarity with Azure tools. This role is perfect for someone eager to explore AI-driven support improvements and collaborate across teams.

Qualifications

• 2-3 years of experience supporting web applications.
• Strong foundational SQL skills, capable of querying and analyzing data.
• Understanding of web application architecture and Azure ecosystem.

Responsibilities

• Troubleshoot and resolve issues across web applications and APIs.
• Analyze application behavior using logs and Azure monitoring tools.
• Collaborate with various stakeholders to document and priority issues.

Skills

SQL skills

Analytical skills

Problem-solving skills

Communication skills

Ability to manage multiple tasks

Education

Bachelor’s degree in computer science or related field

Tools

Azure Application Insights

Jira

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

• 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

Key Competencies

• 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