Senior Support Consultant - Product & Customer Enablement

We are seeking a Senior Support Consultant - Product & Customer Enablement to play a critical role in how customers experience, adopt, and rely on the Community Care platform.

This is not a traditional Level 1 or Level 2 support role. You will lead the technical and functional support of our Dataverse & Dynamics 365 Community Care platforms for mission critical systems across multiple clients.

You will also work hands‑on with Dataverse, Power Platform, and custom solutions, while engaging directly with customers as a trusted, accountable consultant.

Key Responsibility  

• Take full ownership of customer support issues end‑to‑end, from initial engagement through investigation, resolution, documentation, and follow‑up.
• Engage directly with customers via written and verbal communication, clearly explaining root causes, options, trade‑offs, and recommended outcomes.
• Diagnose and resolve issues related to platform behaviour, configuration or localisation, and process or training gaps.
• Provide clear, confident guidance aligned to platform standards, best practice, and long‑term solution design.
• Work hands‑on with Microsoft Dataverse and the Power Platform, including Power Automate and Power Pages.
• Build, enhance, and support Power Pages customer experiences, automations, and configuration changes.
• Perform structured analysis and troubleshooting across multiple environments and deployments.
• Collaborate closely with Product and Delivery teams to resolve post‑implementation issues and support ongoing platform evolution.
• Feed customer insights, recurring issues, and usability gaps back into Product discussions to influence future improvements.
• Support release readiness through documentation, customer communications, and knowledge assets.
• Create clear, structured documentation and self‑service content for customers and internal teams.
• Contribute to the continuous improvement and scalability of support processes as the platform grows.

What Makes You Extraordinary 

• Hands‑on experience with Microsoft Power Platform, Dataverse, Power Automate, and Power Pages.
• Experience with Customer Service and Field Service solutions.
• Able to analyse issues independently and deliver practical solutions.
• Strong communicator who can explain technical concepts clearly.
• End‑to‑end ownership mindset with a focus on outcomes and customer experience.
• Certifications PL‑200 required; PL‑400 preferred.

Not a queue‑based support or L1/L2 role. This is for someone who delivers, explains, and owns outcomes.