Support Engineer

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