Technical Support Engineer - Dynamics 365 Customer Engagement & Power Platform
Microsoft
In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. The Dynamics 365 Customer Engagement (CE) Engineer provides advanced technical and functional support for enterprise customers using Dynamics 365 CE, Power Platform, Power Automate and Copilot Studio. The role focuses on troubleshooting, optimization, and advisory, working closely with customers, escalation teams, and product engineering to resolve complex issues and drive successful outcomes.
This position requires verification of citizenship or other protected status to meet legal requirements of the role.
With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Responsibilities
- Provide advanced technical and functional support for Dynamics 365 CE workloads
- Troubleshoot and resolve issues related to:
o CE configuration and customization
o Dataverse data model, security roles, and business units
o Performance, scalability, and reliability
- Power Platform ownership:
o Troubleshoot and optimize Power Automate cloud flows, approvals, triggers, and connectors
o Support Power Apps (model‑driven apps primarily; canvas apps where applicable)
o Diagnose Dataverse integration issues across Power Apps and Power Automate
- Investigate issues involving:
o Plug-ins, custom workflows, actions
o JavaScript form scripting and client-side customizations
o Business rules and command bar customizations
- Analyze logs and traces:
o Plug-in trace logs
o Power Platform run history and failure diagnostics
o Platform telemetry and service health signals
- Support integrations with:
o Azure Logic Apps, Azure Functions
o REST / Web API
o Microsoft 365 (Outlook, Teams)
- Collaborate with Product Engineering, Escalation, FastTrack, and Field teams on complex cases and RCA
- Advise customers on best practices, architectural decisions, and platform limitations
- Contribute to:
o Knowledge base articles
o Internal documentation
o Case quality and RCA reviews
- Microsoft Copilot Studio:
o Troubleshoot Copilot Studio agents and copilot integrated with Dynamics 365 and Dataverse.
o Analyze issues related to topics, triggers, entities, conversation flows, and actions.
o Support integrations between Copilot Studio, Power Automate, Dataverse, and external systems.
o Diagnose authentication, permissions, and environment-related issues impacting copilot agents.
Qualifications
Required Qualifications:
Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND technical support, technical consulting experience, or information technology experience
o OR Technical support, technical consulting experience, or information technology experience
o OR equivalent experience.
Dynamics 365 & Dataverse
o Strong hands-on experience with Dynamics 365 Customer Engagement
o Deep understanding of Dataverse:Tables, relationships
o Security model (roles, teams, access levels)Solution management and ALM concepts
Power Platform (Mandatory)
- Power Automate
o Cloud flows (automated, instant, scheduled)
o Connectors, triggers, actions, error handling
o Performance and throttling considerations
- Power Apps
o Model-driven apps configuration and troubleshooting
o Forms, views, business rules
o App integration with Dataverse and Power Automate
- Understanding of Power Platform governance and environment strategy
Customization & Development
o Plug-ins and custom workflows
o JavaScript (forms, events)
o Solution layering and versioning
Integration & Platform
o Dynamics 365 Web API / REST
o Azure AD authentication concepts
o Azure services (Logic Apps, Functions – troubleshooting level)
o Microsoft 365 integrations
Microsoft Copilot Studio
- Experience supporting or building Agents using Copilot Studio.
- Understanding of:
o Agents trigger or coordinate multiple Power Automate flows
o Agents read/write Dataverse data across business units
o Agents interact with Dynamics 365 business logic, plug-ins, and custom APIs
o Agent design patterns
o Governance and security boundaries
Troubleshooting & Analysis
o Strong debugging and root cause analysis skills
o Ability to interpret logs, traces, and platform diagnostics
o Performance troubleshooting experience in CE environments
Background Check Requirements:
Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:
- Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
- As stated in the job posting, this position requires verification of citizenship or other protected status to meet legal requirements of the role.
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.