Support Engineer (AI-Enhanced Customer Support)

About the role

Dogma Group supports businesses in transforming their CRM, ERP and analytics. It is evolving its support model around AI to speed up resolutions and free humans for consultative work, and is looking for a Support Engineer who combines technical troubleshooting with a product mindset and an eagerness to put AI into customer support.

Key responsibilities

• Resolve end-to-end L1-L2 cases on CRM/ERP platforms (e.g. Microsoft Dynamics 365, Business Central, Power Platform), integrations and customizations.
• Triage, diagnose and fix incidents using logs, telemetry and reproducible test cases; escalate with clear reproduction steps and impact analysis.
• Use AI-assisted tools (chatbots, copilot-style assistants, knowledge search) to find solutions, draft client-ready responses and keep documentation consistent.
• Train and tune AI support flows by curating knowledge articles, tagging resolved cases and checking AI answer quality and safety.
• Spot recurring defects, propose hotfixes or backlog items and help with root cause analysis.
• Manage SLAs and communication with clear updates, time-to-fix estimates and post-incident summaries.
• Build runbooks, SOPs and customer how-tos structured for AI retrieval (RAG-friendly).
• Validate patches in staging, update change notes and anticipate customer impact.
• Work with Consulting, Engineering and Customer Success to reduce case volume, and join an on-call rotation for priority incidents.

Required profile

• 1+ years in technical support, application support or systems engineering for business applications.
• Hands-on experience with Dynamics 365, Business Central, Power Platform, Azure or a comparable CRM/ERP stack.
• Strong diagnostics: reading logs, API/HTTP troubleshooting, SQL basics, Postman or similar.
• Familiarity with AI-assisted support workflows such as chatbots, knowledge bases and copilots.
• Excellent written and verbal communication, able to explain technical findings simply.
• Experience with ITSM tools (Jira Service Management, ServiceNow, Zendesk) and SLA-driven operations.

Required skills

• Nice to have: Power Platform or Dynamics certifications, Azure Fundamentals/Administrator, RAG/vector database exposure, PowerShell or Python scripting.

What we offer

• The chance to shape an AI-forward support model and its tooling.
• Professional development support, including Microsoft and AI certifications.
• Exposure to diverse customer environments across industries.