Support Engineer – Power Apps, Power Automate

This is a fully remote position, open to applicants in India, +1 more country.

📋 Description

• Diagnose, reproduce, resolve, and document issues faced by customers utilizing Microsoft Power Apps and Power Automate.

• Troubleshoot both Canvas and Model-Driven Apps, focusing on formula/expression errors, delegation warnings, control behavior, performance issues, and load-time challenges.

• Address data source and connector problems, including authentication issues, refresh failures, connector limitations, and throttling concerns.

• Diagnose and resolve issues related to Dataverse tables, columns, relationships, security roles, permissions, and business rules.

• Manage environment and ALM issues, which encompass solution imports, managed/unmanaged solutions, environment variables, and deployment failures.

• Provide support for licensing and entitlement inquiries, particularly regarding premium connector requirements.

• Troubleshoot failures in Cloud Flows, including triggers, run-history errors, expressions, dynamic content, loops, and concurrency issues.

• Assist with Power Automate Desktop/RPA challenges, such as machine registration, unattended runs, credential management, and gateway problems.

• Resolve issues related to Approvals, scheduled flows, and integrations with Teams, SharePoint, Outlook, and Dataverse.

• Address throttling, API limitations, retry policies, performance challenges, DLP policy restrictions, and governance-related failures.

• Reproduce reported issues to confirm resolutions accurately.

• Provide updates to customers and maintain thorough case documentation.

• Escalate cases that fall outside the support scope with comprehensive troubleshooting documentation.

• Contribute reusable solutions to the knowledge base for future reference.

• Uphold standards for response time, resolution quality, SLA adherence, and customer satisfaction.

• Stay logged in, available, and actively managing cases during committed shift hours.

⛳️ Requirements

• Hands-on experience in building and supporting Power Apps, including both Canvas and Model-Driven Apps.

• Strong practical knowledge of Power Automate flows.

• Familiarity with Dataverse, connectors, environments, and the security aspects of the Power Platform.

• Ability to troubleshoot effectively using error messages, logs, telemetry, and flow run history.

• Excellent written and verbal communication skills in English.

• Customer-centric mindset with strong problem-solving abilities and a sense of case ownership.

• Reliable high-speed internet connection, a working system, and a quiet workspace.

• Willingness to fulfill background verification (BGV), non-disclosure agreement (NDA), and client security/data-handling requirements.

• Preferred Microsoft certifications include PL-100, PL-200, PL-400, or PL-600.

• Experience in customer-facing technical support or service desk environments is preferred.

• Familiarity with SLAs and handling enterprise support cases is advantageous.

• Exposure to Power BI, Azure, SharePoint, or Dynamics 365 is a plus.

• Proficiency in additional languages besides English is preferred.

• Practical work experience is required from the outset.

🏝️ Benefits

• Flexible 4-hour or 8-hour shift blocks.

• Flexible work-from-home arrangement.

• Compensation based on ticket complexity and successful resolution.

• Output-based work that accommodates other commitments.

• Client-specific process and technical training provided during onboarding.