Gigmo Solutions

Support Engineer

• Provide technical leadership and subject matter expertise to customers using Microsoft Power Apps and Power Automate
• Lead and manage the technical team handling Power Apps and Power Automate cases
• Support case resolution and diagnose complex issues
• Reproduce issues in an own environment before concluding
• Read error telemetry, run history, logs and platform errors to determine correct solutions
• Provide technical guidance and support to team members on complex issues and escalations
• Review technical resolutions for quality, accuracy and adherence to support standards
• Mentor and guide team members to improve troubleshooting and technical capabilities
• Handle Power Apps canvas and model-driven app issues, formulas, expressions, delegation, controls, performance and load time
• Troubleshoot data source, connector, Dataverse, environment, ALM, licensing and entitlement issues
• Handle Power Automate cloud flow, desktop flow, RPA, approvals, scheduled flow, integration, throttling, API limit, retry policy, performance and DLP issues
• Write clear case notes and customer-facing updates
• Escalate cases correctly with complete evidence when outside scope
• Contribute reusable solutions to the knowledge base
• Meet response time, resolution quality and customer satisfaction standards
• Coordinate with stakeholders to resolve critical issues
• Ensure the team follows defined technical and support processes
• Remain hands-on with Power Apps and Power Automate technical issues while leading the team
• Ensure timely escalations, appropriate case documentation and adherence to customer support standards
• Work assigned rotational shifts and remain logged in and available during shift hours
• Complete Gigmos onboarding, client-specific process training and required client certifications before taking live cases

Tech Lead – Support Engineer, Power Apps, Power Automate

Operations

• Create strategies with senior management and develop policies aligned with organizational goals
• Implement effective processes and standards
• Collaborate with subordinate and senior management levels, including negotiations and influencing on significant matters
• Manage team operations and create or adapt solutions, methods, and procedures
• Communicate strategic direction, team goals, deliverables, and changes to the team
• Prepare client presentations, highlight challenges, and raise requirements or support needs
• Understand business needs and growth objectives
• Provide guidance to in-house Management Trainees
• Handle clients and present MBRs and QBRs
• Track NSAT scores and team-member productivity
• Induct new Engineers and Team Leaders into the technical support process
• Manage critical and complex changes
• Initiate and drive continuous service improvement plans
• Identify and communicate potential risks and dependencies to stakeholders
• Manage team performance, career development, and retention
• Identify opportunities to optimize processes through an innovative and transformational mindset

Operations Manager – Microsoft M365

• Diagnose, reproduce, resolve, and document customer issues for Microsoft Power Apps and Power Automate
• Troubleshoot Canvas and Model-Driven Apps, including formula/expression errors, delegation warnings, control behavior, performance, and load-time issues
• Resolve data source and connector issues, including authentication, refresh failures, connector limits, and throttling
• Troubleshoot Dataverse tables, columns, relationships, security roles, permissions, and business rules
• Handle environment and ALM issues, including solution imports, managed/unmanaged solutions, environment variables, and deployment failures
• Support licensing and entitlement queries, including premium connector requirements
• Troubleshoot Cloud Flow failures, triggers, run-history errors, expressions, dynamic content, loops, and concurrency
• Support Power Automate Desktop/RPA issues, including machine registration, unattended runs, credentials, and gateway problems
• Troubleshoot Approvals, scheduled flows, and integrations with Teams, SharePoint, Outlook, and Dataverse
• Handle throttling, API limits, retry policies, performance issues, DLP policy blocks, and governance-related failures
• Reproduce reported issues before confirming resolutions
• Provide customer-facing updates and case documentation
• Escalate out-of-scope cases with complete troubleshooting evidence
• Contribute reusable solutions to the knowledge base
• Maintain response time, resolution quality, SLA, and customer satisfaction standards
• Remain logged in, available, and actively handling cases throughout committed shift hours

Tech Lead – Support Engineer, Power Apps, Power Automate

Operations Manager – Microsoft M365

Support Engineer – Power Apps, Power Automate