Product Support Engineer

Summary

Join SnapOn Software's rapidly growing sales team as a Product Support Engineer and play a key role in supporting customers using Appficiency NS products and Microsoft 365 products. This associate-level position is ideal for those eager to learn and grow within product support, working closely with experienced colleagues to deliver seamless customer experiences. You will address and resolve customer issues, gather feedback for product improvement, create CSAT reports, manage tickets within SLAs, collaborate with other teams, maintain accurate records, and contribute to knowledge base content. The role also involves testing bug resolutions and change requests to ensure customer needs are met. Growth opportunities are abundant, with experienced leaders providing mentorship and guidance.

Requirements

• 3+ years in technical support or help desk experience, preferably at a SaaS company
• Degree in computer science/engineering, or equivalent work experience
• Creative troubleshooter, with an analytical approach to problem solving
• Strong written and verbal communication skills, highly organized and capable of multitasking
• Self-motivated and can work autonomously in a high-speed environment
• An owner’s mindset - you don’t shy away from the hard stuff

Responsibilities

• Addressing and resolving customer issues promptly and effectively as an escalation point for customer support and CSA's
• Gathering customer feedback to improve the products or service and enhance the overall customer experience
• Create and send CSAT reports for their own customers
• Responding to ticket and support requests for all customers and helping to manage the ticket to its resolution within defined SLA's
• Working with other teams, such as customer success, development, sales and marketing, to ensure customer support tickets are resolved within SLAs
• Maintaining accurate records of customer tickets, and solutions, and reporting on key metrics for ticket response times and ticket trends
• Creating and editing existing knowledge base articles and video content
• Representing customer needs and interests within the company to drive product roadmap and service improvements
• Testing of Bug resolutions and Change requests for the customers to ensure they meet their needs, assist in updates based on the releases to ensure previous bug tickets are updated and customers are informed

Preferred Qualifications

• 2+ years experience in Microsoft 365 - understand the admin side
• 2+ years experience in NetSuite
• We are a global company, so international experience is a plus
• Previously worked with third party platform and marketplaces