Product Support Engineer

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 docu