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Technical Support Engineer - Dynamics 365 Customer Engagement & Power Platform

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Microsoft Corporation

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Location:
Portugal , Multiple Locations

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

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.

Job Responsibility:

  • Provide advanced technical and functional support for Dynamics 365 CE workloads
  • Troubleshoot and resolve issues related to: CE configuration and customization, Dataverse data model, security roles, and business units, Performance, scalability, and reliability
  • Power Platform ownership: Troubleshoot and optimize Power Automate cloud flows, approvals, triggers, and connectors, Support Power Apps (model‑driven apps primarily
  • canvas apps where applicable), Diagnose Dataverse integration issues across Power Apps and Power Automate
  • Investigate issues involving: Plug-ins, custom workflows, actions, JavaScript form scripting and client-side customizations, Business rules and command bar customizations
  • Analyze logs and traces: Plug-in trace logs, Power Platform run history and failure diagnostics, Platform telemetry and service health signals
  • Support integrations with: Azure Logic Apps, Azure Functions, REST / Web API, 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: Knowledge base articles, Internal documentation, Case quality and RCA reviews
  • Microsoft Copilot Studio: Troubleshoot Copilot Studio agents and copilot integrated with Dynamics 365 and Dataverse., Analyze issues related to topics, triggers, entities, conversation flows, and actions., Support integrations between Copilot Studio, Power Automate, Dataverse, and external systems., Diagnose authentication, permissions, and environment-related issues impacting copilot agents.
  • Embody our culture and values

Requirements:

  • Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND technical support, technical consulting experience, or information technology experience
  • OR Technical support, technical consulting experience, or information technology experience
  • OR equivalent experience.
  • Strong hands-on experience with Dynamics 365 Customer Engagement
  • Deep understanding of Dataverse:Tables, relationships
  • Security model (roles, teams, access levels)Solution management and ALM concepts
  • Power Automate: Cloud flows (automated, instant, scheduled), Connectors, triggers, actions, error handling, Performance and throttling considerations
  • Power Apps: Model-driven apps configuration and troubleshooting, Forms, views, business rules, App integration with Dataverse and Power Automate
  • Understanding of Power Platform governance and environment strategy
  • Customization & Development: Plug-ins and custom workflows, JavaScript (forms, events), Solution layering and versioning
  • Integration & Platform: Dynamics 365 Web API / REST, Azure AD authentication concepts, Azure services (Logic Apps, Functions – troubleshooting level), Microsoft 365 integrations
  • Microsoft Copilot Studio: Experience supporting or building Agents using Copilot Studio., Understanding of: Agents trigger or coordinate multiple Power Automate flows, Agents read/write Dataverse data across business units, Agents interact with Dynamics 365 business logic, plug-ins, and custom APIs, Agent design patterns, Governance and security boundaries
  • Troubleshooting & Analysis: Strong debugging and root cause analysis skills, Ability to interpret logs, traces, and platform diagnostics, Performance troubleshooting experience in CE environments
  • Ability to meet Microsoft, customer and/or government security screening requirements
  • This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
  • This position requires verification of citizenship or other protected status to meet legal requirements of the role.

Additional Information:

Job Posted:
February 14, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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