Sr. Power Platform Support Engineer

Summary

The Power Platform Support Engineer keeps the production Power Platform estate — Power Apps, Power Automate, Power Pages, and Dataverse — healthy, available, and trusted, inside a governed Center of Excellence (CoE) that the hiring manager chairs. This is an operations and support role, not a net-new build role. We need someone who can triage and resolve incidents and service requests against SLA, diagnose why a flow failed or an app broke, untangle authentication and connection issues, monitor platform health before users feel the impact, and support 50+ developers and citizen builders — all while keeping the environment from drifting into technical debt.

Responsibilities

• Triage, investigate, and resolve incidents (INC) and service requests (REQ) for Power Apps, Power Automate, Power Pages, and Dataverse within agreed SLA targets.

• Diagnose and fix Power Automate flow failures — expired OAuth tokens, broken connection references, throttling and API limits, malformed inputs, and gaps in error handling — and restore service quickly.

• Troubleshoot Canvas and Model-Driven app issues: delegation warnings, slow load times, data and permission errors, and browser/mobile client behavior.

• Monitor platform health through CoE Starter Kit analytics — proactively surfacing failing flows, orphaned apps, over-privileged connections, and capacity risks before they become incidents.

• Manage connections, connection references, and service account / authentication issues, coordinating with Security when OAuth or DLP controls are involved.

• Handle environment and access operations: access requests, environment provisioning requests, and DLP exception handling within CoE governance.

• Serve as first-line technical support for citizen developers — unblocking them, routing them through the CoE intake pipeline, and escalating without taking the build away from them.

• Perform bug fixes and minor enhancements to existing apps and flows, deploying changes through the established ALM pipeline (Dev > Test > Prod) rather than editing directly in production.

• Troubleshoot Power BI operational issues — dataset refresh failures, gateway connectivity, and row-level security problems.

• Maintain the knowledge base: known-error articles, troubleshooting runbooks, and end-user self-help documentation.

• Participate in root cause analysis and problem management — turning repeat incidents into permanent fixes — and escalate to developers or architects when an issue requires solution redesign.

Requirements

• 3+ years supporting or administering Power Platform in a production enterprise environment — not personal projects or trial tenants.

• Strong troubleshooting instincts: can read a flow’s run history, interpret error messages, reproduce an issue, and isolate root cause instead of guessing.

• Power Automate support depth: authentication and OAuth token issues, connection references, throttling and API limits, retry behavior, and reading failed run outputs.

• Canvas and Model-Driven app troubleshooting: delegation, performance, security roles, and data/permission diagnosis.

• Dataverse support: security roles, table and column permissions, business rule behavior, and data integrity issues.

• CoE Starter Kit familiarity for monitoring and analytics — able to use it to find problems, not just read about it.

• DLP policy awareness: understands how connector classification causes solutions to break, and how to work within policy rather than around it.

• SharePoint Online as a data source and integration target: lists, document libraries, and known performance limits.

• ITSM discipline: comfortable working an incident/request/problem queue against SLAs, documenting tickets clearly, and communicating status to end users and stakeholders.

• Clear written communication for non-technical users and for knowledge-base articles.

• Able to give and receive substantive reviews without defensive friction.

STRONGLY PREFERRED

• Microsoft PL-200 (Functional Consultant) or PL-100 certification — valued as confirmation of depth, not as a substitute for it.

• ServiceNow (or comparable ITSM platform) experience: incident, request, and problem management, and working within defined SLAs.

• PowerShell for Power Platform admin automation: environment and connector management, bulk operations, and DLP policy scripting — the backbone of efficient support at scale.

• Power Automate Desktop / RPA support: attended and unattended runs, machine group issues, and exception diagnosis.

• Microsoft Copilot Studio (formerly Power Virtual Agents): topic troubleshooting and integration behavior.

• Power Pages (formerly Power Apps Portals): table permissions, authentication, and portal availability issues.

• Azure integration troubleshooting: Logic Apps, Azure Functions custom connector backends, and Key Vault secret rotation.

• Working knowledge of ALM in Power Platform — solution-aware deployment, environment variables, and connection references — enough to ship fixes cleanly through pipelines.

• Familiarity with Managed Environments, Pipelines for Power Platform, and the 2026 licensing model changes.

WHAT THE TEAM HAS ALREADY PROVEN — AND WHAT YOU KEEP RUNNING

This team eliminated \~$600K in annual RPA license costs by migrating legacy automations to Power Platform. The governance infrastructure, CoE configuration, and development standards are established. You are joining a mature, high-usage environment — and your job is to keep it healthy,

available, and trusted so the business keeps relying on it.

• 455 code reviews completed in 2025 under enforced Azure DevOps stage gates.

• Power Pages deployed externally for customer experience (featured in Microsoft Customer Story, 2023).

• 90%+ user satisfaction scores across mission-critical Power Apps in production.

• Active CoE with demand intake, capacity planning, and citizen developer enablement program.

HOW SUCCESS IS MEASURED

• Incidents and service requests consistently resolved within SLA, with a healthy first-contact resolution rate.

• Measurable reduction in recurring / repeat incidents through root cause analysis and problem management.

• Proactive detection of failing flows, refresh failures, and at-risk apps before they generate user- reported incidents — established within 90 days of hire.

• Knowledge-base articles and runbooks created or updated for every recurring issue class.

• Citizen developer requests unblocked or routed correctly, keeping the CoE intake pipeline moving.

• Zero fixes deployed directly to production outside the ALM pipeline.

EDUCATION

• Bachelor’s degree in Computer Science, Information Systems, or related field — or equivalent demonstrated experience.

• Microsoft Power Platform certifications valued but secondary to a hands-on support and troubleshooting track record.