Senior Technical Support Consultant - D365 Customer Engagement

Fusion5; Sydney; On-site; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Flexible work arrangements

Birthday leave

Volunteer days

Social events

Development pathways

Job summary

Fusion5 in Australia seeks a Senior Technical Support Consultant to join the Dynamics 365 Customer Engagement & Power Platform team. You will own complex customer issues end-to-end, provide proactive, high-quality support, and drive strong relationships with customers.

You will mentor junior colleagues, contribute to continuous improvement, and operate within a well-established trans‑Tasman practice focused on delivering value and successful outcomes.

Qualifications

• Strong experience with Dynamics 365 CE and Dataverse in complex customer environments.
• Deep capability across the Power Platform: Power Apps, Automate, BI and Pages.
• Experience with Azure integration services such as Functions, Logic Apps and Service Bus.
• Strong troubleshooting and root cause analysis; able to leverage AI-assisted tools.
• Experience in managed services or similar customer support environments.
• Proactive, self-driven; able to work independently with minimal supervision.
• Excellent communication; comfortable with technical and non-technical stakeholders.
• Ownership mindset and attention to detail; interests in mentoring others.

Responsibilities

• Take end-to-end ownership of customer issues from triage to resolution and closure.
• Diagnose and resolve complex issues across Dynamics 365 CE, Dataverse and Power Platform.
• Escalation point for high-impact or technically challenging incidents.
• Operate independently to resolve issues, minimising reliance on delivery teams.
• Provide clear, timely communication to customers translating technical detail into outcomes.
• Identify recurring issues and opportunities for process improvement.
• Maintain thorough case documentation including root cause analysis and resolution.
• Contribute to continuous improvement of support processes and knowledge sharing.
• Support and mentor junior team members to build capability.

Skills

Dynamics 365 CE

Dataverse

Power Platform

Power Apps

Power Automate

Power BI

Power Pages

Azure integration

Functions

Logic Apps

Service Bus

Troubleshooting

Root cause analysis

Communication skills

Mentoring

Ownership

Job description

• Own the resolution of complex customer issues across Dynamics 365 CE and Power Platform
• Join a high-performing support practice where technical depth & customer experience matter equally
• Use your expertise to drive proactive, high-quality support outcomes with Fusion5

At Fusion5, we're more than a solutions provider - we're a Transformation Partner. Across Australia and New Zealand, we help ambitious organisations go beyond by unlocking greater value, innovation and impact from their technology investments. Across business applications, AI, cloud, data, integration and managed services, we bring together connected solutions that solve real business problems and deliver lasting value. We're deeply committed to our customers' success, and we bring that same energy and care to supporting our people.

We're currently looking for a Senior Technical Support Consultant to join our Dynamics 365 Customer Engagement & Power Platform team within our Managed Services practice in Australia. This role is centred on delivering customer support excellence and is ideally suited to someone who enjoys getting hands‑on with complex technical challenges, takes real ownership of outcomes, and builds strong, trusted relationships with customers through responsive, high-quality support.

This is a great opportunity to step into a senior support‑focused role where you can apply deep platform expertise, work independently, and make a visible impact on customer success - backed by a well‑established trans‑Tasman practice with strong capability and momentum.

What You'll Do

In this role, you'll take end-to-end ownership of customer issues across Dynamics 365 CE and Power Platform, from triage through to resolution and closure. You'll play a key role in maintaining service quality, reducing delivery dependency, and improving the customer support experience through strong technical problem‑solving and proactive engagement. You will:

• Take ownership of customer issues from initial triage through to resolution and closure, ensuring a high standard of service throughout
• Diagnose and resolve complex issues across Dynamics 365 CE, Dataverse and the wider Power Platform
• Act as an escalation point for high‑impact or technically challenging incidents
• Operate independently to resolve issues, minimising over‑reliance on delivery teams where possible
• Provide clear, timely and well‑structured communication to customers, translating technical detail into practical outcomes
• Identify recurring issues, risks and opportunities for improvement, and take a proactive approach to problem prevention
• Maintain strong case documentation, including root cause analysis and resolution detail
• Contribute to continuous improvement across support processes, knowledge sharing and service quality
• Support and mentor junior team members, helping to build capability across the practice

What You'll Bring

This role suits someone who combines strong technical depth with a customer‑first mindset, and who is confident taking ownership in a support‑led environment. You're likely to bring:

• Strong experience working with Dynamics 365 CE and Dataverse in complex customer environments
• Deep capability across the Power Platform, including Power Apps, Power Automate, Power BI and Power Pages
• Experience working with Azure integration services such as Functions, Logic Apps and Service Bus
• Strong troubleshooting, debugging and root cause analysis skills, with an understanding of how AI‑assisted tools can be leveraged to accelerate diagnostics and improve support outcomes
• Experience working within managed services, application support, or similar customer support environments
• A proactive, self‑driven approach and the ability to work independently with minimal supervision
• Excellent communication skills, with the ability to engage confidently with both technical and non‑technical stakeholders
• A strong sense of ownership, attention to detail, and commitment to high‑quality customer outcomes
• An interest in mentoring others and contributing to continuous improvement within the team

What's in it for you?

"Go Beyond" isn't a marketing line at Fusion5, it's the standard we hold ourselves to. It reflects a convergence of solutions, services, and capabilities that enables clients to realise their business vision, with AI as a strategic lever for transformation.

At Fusion5, you'll have the autonomy to shape a practice, the backing of an established trans‑Tasman organisation, and the opportunity to work alongside people who genuinely care about outcomes - not just output. We're proud to be a diverse, inclusive and forward‑thinking employer, and we're committed to creating a workplace where our people feel engaged, challenged, supported and successful. Alongside this, we offer a strong set of values and benefits that reflect how we work and what we stand for.

• Collaborative, supportive culture where people enjoy working together
• Flexible work arrangements and a genuine focus on work‑life balance
• Birthday leave, volunteer days, and regular social events
• Clear development pathways and opportunities to grow with the practice