Microsoft Product Support Engineer

Intro

Empowering Business with innovative software solutions, we develop cutting-edge, adaptable, and integrated solutions for Microsoft & NetSuite environments - helping businesses thrive with tailored software enhancements. Our product range from collaboration & productivity, security, Compliance & Governance, and Oracle NetSuite tools to help maximize your software ecosystem capabilities & investments.

The Value

SnapOn Software understands that people are our greatest strength. We always put our talented people first and invest heavily in their learning and career opportunities. We consistently provide amazing opportunities to learn, innovate and lead. We combine advice with action to develop experts that are knowledgeable and passionate about what they do. SnapOn Software is committed to developing a culture built on integrity, collaboration and growth, and is proud to be an equal opportunity employer. In addition, as part of our growing global network, there are opportunities to work with international teams and clients, or even help lead our global expansion.

The Grind

We have been recognized for being the best at what we do, but we are working smart to do even better and that all starts with you. We are a rapidly growing company at the interchange of business and technology which requires entrepreneurial tenacity, motivation to learn, and enterprise building initiative.

No matter your role, you will be an integral member of the team, focusing on engagements of varying sizes and across diverse industries. In our progressive environment, the projects you work on will drive your learning and accelerate your business acumen and technical expertise.

The Talent

As a Product Support Engineer II, you will serve as a technical escalation point and a trusted partner to our customers as they use SnapOn Software’s NetSuite, Microsoft and Salesforce products. This role is ideal for professionals with strong product knowledge, troubleshooting capability, and the ability to manage more complex support scenarios. You will work closely with Customer Success, Development, and cross-functional teams to strengthen the customer experience, ensure high-quality resolutions, and contribute to product and process improvements.

The Commitment

• Act as an escalation point for the Support team, taking ownership of complex or advanced customer issues.
• Diagnose and resolve customer-reported issues efficiently while ensuring timely, accurate communication throughout the ticket lifecycle.
• Analyze customer feedback, recurring patterns, and emerging issues to help drive product enhancements and service improvements.
• Identifying trends and collaborating internally on opportunities for improvement.
• Ensure support tickets are managed and resolved within SLA timelines, helping guide others in best practices for ticket handling when needed.
• Collaborate closely with Customer Success, Development, Sales, and Marketing teams to provide context, share insights, and ensure a coordinated approach to customer challenges.
• Maintain meticulous documentation of customer issues, root causes, and resolutions while contributing to reporting on ticket trends and performance metrics.
• Create, update, and enhance knowledge base content including written articles and short-form videos to support scalable customer education and internal knowledge sharing.
• Advocate for customer needs by communicating observations, requests, and common challenges to help influence product roadmap decisions.
• Support quality assurance efforts by testing bug fixes, validating change requests, and ensuring customers are informed and confident in release updates.

The Essentials

• 3-4 years of technical support, product support, or help desk experience (SaaS experience preferred).
• Degree or diploma in Computer Science, Engineering, Information Technology, or equivalent hands-on experience.
• Advanced troubleshooting skills with the ability to break down complex issues and identify root causes.
• Strong written and verbal communication skills, with the ability to structure information clearly for customers and internal teams.
• Highly organized, detail-oriented, and comfortable managing multiple priorities in a fast-paced environment.
• Self-motivated, accountable, and proactive—equipped with an owner’s mindset and readiness to handle challenging scenarios independently.