Power Apps support specialist (Especialista de soporte de Power Apps)

Power Apps support specialist (Especialista de soporte de Power Apps).

Location: Mexico (Mexico City, Guadalajara, Monterrey) - Hybrid as per Infosys Mexico policy (CST/EST time zone coverage).

Role Overview
As a Power Apps support specialist, you will be supporting and maintaining custom applications, chatbots and power automate desktop applications that automate our client's business processes and data insights. You will be part of a learning culture, where teamwork and collaboration are encouraged, excellence is rewarded, and diversity is respected and valued.

Key Responsibilities

• Serve as the onsite lead for the support team working on the support tickets and enhancements for the applications.
• Be the subject matter expert and thought leader in Power Apps, chatbots and Power Automate Desktop, driving innovation and best practices.
• Provide innovative ideas to stabilize the customer system.
• Provide training and mentorship to team members and stakeholders, fostering a culture of continuous learning and improvement.
• Hands-on solving support tickets and change requests.

• Bachelor's degree in computer science, Information Technology, or a related field.
• 3-8 years of experience in Microsoft Power Platform technologies with strong customer-facing communication skills.
• 3-5 years of Technical Escalation Support experience (in a Tier 2/3 environment) including experience in a customer-facing or customer technical support role is highly preferred.
• Customer Engagement experience with Power Platform.
• Familiarity with development: tools, language, process, methods, troubleshooting.
• Memory dump tooling and analysis.
• Service engineering and/or DevOps experience at internet scale involving user data and/or software development for an enterprise level product.
• Bilingual (Spanish & English) - strong verbal and written communication.

• Deep understanding of Power Platform tools, including Power Apps, Power Automate (Flow), CDS, Canvas Apps, Data Flow, PVA, Data Integrator, etc.
• Experience in developing and supporting applications on the Power Platform.
• Experience designing and developing integrations between the Power Platform and other systems, including third party applications and databases.
• Leadership - handle technically challenging and politically hot customer situations.
• Ability to partner within virtual teams towards executing on multiple technical initiatives simultaneously.

• Microsoft Power Platform certifications (e.g., PL-100, PL-200, PL-300, PL-400).
• Experience with SharePoint, Azure, and other Microsoft technologies.

• Leadership - handle technically challenging and politically hot customer situations.
• Excellent spoken and written English communication skills.
• Superior problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems and develop solutions.
• Ability to work collaboratively with the Engineering teams to drive architectural changes throughout the environments to improve stability of each environment.
• Outstanding partnering capabilities.
• Ability to drive product/service improvements in core technical focus area.
• Logical and Critical thinking and demonstrated success in dealing with ambiguity and problem definition under continual deadline constraints.
• Passion for technology and customer support.
• Ability to partner within virtual teams towards executing on multiple technical initiatives simultaneously.

• Integrate Power Apps with other Microsoft 365 services and third-party applications.
• Ensure data accuracy and integrity within Power Apps and Microsoft Dataverse.
• Availability to work in shifts (approx. 9am-5pm and 3pm to midnight), weekend support at times.
• Self-motivated, proactive, and a strong team player.