We are looking for a Product Support Engineer for M365 & Power Platform domain who combines strong hands-on technical skills with a product mindset . This is not a traditional helpdesk or ticket-based support role. You will own the day-to-day health, usability, support, and continuous improvement of business applications and solutions built on Microsoft 365, SharePoint, Power Apps, and Power Automate . The right person will be comfortable troubleshooting production issues, understanding how users interact with a solution, identifying recurring problems, evaluating enhancement requests, working with developers and business stakeholders, and driving issues through to resolution. You should think beyond “How do I fix this issue?” and ask “Why did this happen, how can we prevent it, and how can we make the product better for the user?” Key Responsibilities 1. Product Support & Ownership Own day-to-day support and operational health of M365, SharePoint, Power Apps, and Power Automate solutions and overall Microsoft ecosystem. Act as the primary technical point of contact for application and platform-related issues. Triage incidents, determine business impact and priority, and drive issues through resolution. Perform root-cause analysis for recurring or complex issues and recommend permanent fixes. Monitor application behavior, workflows, integrations, permissions, and user experience. Identify opportunities to improve application reliability, usability, and performance. Maintain clear documentation of known issues, resolutions, dependencies, and support procedures. 2. Product Mindset & Continuous Improvement Understand the business purpose and user journey behind each application or solution. Evaluate enhancement requests based on business value, user impact, effort, and technical feasibility. Work with business stakeholders to clarify requirements and translate them into actionable technical changes. Maintain and prioritize a product/support backlog of defects, enhancements, and technical improvements. Identify recurring user pain points and proactively recommend improvements. Participate in solution design discussions with a focus on usability, maintainability, scalability, and long-term supportability. Challenge requirements when a simpler or better solution is possible. 3. Microsoft 365 & SharePoint Support and troubleshoot Microsoft 365 services including Teams, OneDrive, and SharePoint Online. Manage SharePoint sites, lists, libraries, pages, permissions, and configurations. Troubleshoot SharePoint functionality, access, workflow, and performance issues. Develop and maintain SharePoint solutions using SPFx, PowerShell, and PnP . Support SharePoint governance, permissions, information architecture, and site structures. Identify and implement improvements to existing SharePoint solutions. 4. Power Apps & Power Automate Support, troubleshoot, and enhance business applications built using Power Apps , including Canvas and Model-driven apps. Troubleshoot and maintain Power Automate workflows and integrations. Analyze failed flows, performance issues, connector issues, permissions, and data-related problems. Work with SharePoint, Dataverse, SQL, Teams, and other data sources. Make controlled changes to applications and workflows based on approved requirements. Test enhancements and fixes before production deployment. Ensure solutions remain maintainable and aligned with Power Platform best practices. 5. Incident, Change & Release Management Manage incidents, service requests, defects, and enhancement requests through Azure DevOps (ADO) or similar tools. Participate in prioritization, sprint planning, and release activities where applicable. Coordinate with developers, QA, business analysts, and stakeholders to resolve issues and deliver enhancements. Perform functional validation and support UAT for application changes. Maintain appropriate change and release documentation. Follow issues through deployment and post-release validation. 6. User & Stakeholder Support Work directly with business users and stakeholders to understand issues and requirements. Explain technical issues and solutions in clear, business-friendly language. Provide guidance and best practices to users without simply treating every request as a ticket. Identify training or usability gaps that may be contributing to support issues. Build strong relationships with stakeholders and establish credibility as the person who understands both the technology and the business problem. 7. Documentation & Knowledge Management Create and maintain technical documentation, SOPs, troubleshooting guides, and knowledge articles. Document recurring issues, root causes, workarounds, and permanent resolutions. Maintain application inventories, dependencies, ownership information, and support documentation. Help build a knowledge base that reduces repetitive support requests. Required Skills & Experience 6–8 years of relevant experience in Microsoft technologies, application support, product support, or a similar role. Strong hands-on experience with: Microsoft 365 SharePoint Online Power Apps Power Automate Strong troubleshooting and root-cause analysis skills. Experience supporting business applications in a production environment. Experience with SharePoint development using SPFx, PowerShell, and PnP . Experience integrating Power Platform with SharePoint, Dataverse, SQL, Teams , and other data sources. Experience working with Azure DevOps (ADO) or similar ticketing/backlog management tools. Good understanding of M365 security, permissions, governance, and administration. Ability to understand business requirements and translate them into practical technical solutions. Strong written and verbal communication skills. Comfortable working directly with business users and stakeholders. What We Are Looking For Product mindset: Thinks about the complete user experience, not just the individual ticket or technical task. Ownership: Takes an issue from identification through resolution and post-resolution validation. Curiosity: Wants to understand why something is happening rather than applying a quick workaround. Problem solver: Comfortable investigating ambiguous or complex production issues. Business orientation: Understands the business impact of technical decisions. Proactive: Identifies recurring problems and opportunities for improvement before they become larger issues. Practical: Knows when to configure, when to customize, and when to recommend a different approach. Strong communicator: Can work effectively with both technical teams and non-technical users. Good to Have Microsoft certifications such as PL-100, PL-200, MS-100, MS-101 , or related certifications. Experience with Azure Cloud and Microsoft Entra ID (Azure AD). Experience supporting enterprise Power Platform applications in production. Understanding of application lifecycle management and release processes. Experience with Power Platform governance and environment management. Experience working in an Agile/product-oriented environment. Education Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent practical experience. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.