Support Engineer (AI-Enhanced Customer Support)
Kathmandu, Nepal (Hybrid)
About the Role
Dogma Group is a trusted partner for business transformation across CRM, ERP, and analytics. We’re evolving our support model with AI at the core, accelerating resolution times, improving customer experience, and freeing humans to handle the nuanced, consultative work our clients value. We’re looking for a Support Engineer who blends strong technical troubleshooting with a product mindset and an eagerness to operationalize AI in customer support.
What You’ll Do
- Own end-to-end case resolution across L1–L2 for client issues on CRM/ERP platforms (e.g., Microsoft Dynamics 365, Business Central, Power Platform), integrations, and customizations.
- Triage, diagnose, and resolve incidents using logs, telemetry, and replicable test cases; escalate to engineering/consulting with clear reproduction steps and impact analysis when needed.
- Leverage AI-assisted tooling (chatbots, copilot-style case assistants, knowledge search) to surface solutions, draft client-ready responses, and maintain consistent documentation quality.
- Train and tune AI support flows by curating knowledge articles, tagging resolved cases, and validating AI answer quality and safety.
- Proactively identify patterns and recurring defects; propose hotfixes, workarounds, or product backlog items and contribute to problem management (root cause analysis).
- Manage SLAs and communication cadence with professionalism and empathy—clear updates, time-to-fix estimates, and post-incident summaries.
- Build and maintain runbooks, standard operating procedures, and customer-facing how-tos, ensuring content is structured for AI retrieval (RAG-friendly).
- Support release readiness: validate patches and updates in staging, update change notes, and anticipate customer impact.
- Collaborate cross-functional with Consulting, Engineering, and Customer Success to reduce case volume and improve customer outcomes.
- Participate in an on-call rotation for priority incidents.
What You’ll Bring
- 1+ years in technical support, application support, or systems engineering role supporting business applications.
- Hands-on experience with one or more: Microsoft Dynamics 365 (CE/CRM, F&O), Business Central, Power Platform (Power Apps, Power Automate), Azure services, or comparable CRM/ERP stacks.
- Strong diagnostics: reading application and integration logs, API/HTTP troubleshooting, SQL basics, and comfort with Postman or similar tools.
- Familiarity with AI-assisted support workflows: using or maintaining chatbots, knowledge bases, or copilots; understanding prompt quality, grounding, and feedback loops.
- Excellent written and verbal communication, able to translate technical findings into clear, customer-ready language.
- Structured problem-solving mindset with a bias for action and ownership.
- Experience with ITSM tools (e.g., Jira Service Management, ServiceNow, Zendesk) and SLA-driven operations.
- Nice to have: Power Platform certifications, Microsoft Dynamics certifications, Azure Fundamentals/Administrator, exposure to RAG pipelines or vector databases, and scripting skills (PowerShell, Python) for automation.
How We’ll Measure Success
- SLA attainment and MTTR (mean time to resolution).
- First contact resolution and deflection via AI-assisted channels.
- Customer satisfaction (CSAT) and qualitative feedback on clarity and empathy.
- Quality of knowledge artifacts and contribution to AI answer accuracy.
- Reduction in repeat incidents through effective problem management.
How You Work
- Customer-obsessed and calm under pressure, prioritize impact and communicate clearly.
- Data-informed, use telemetry, case analytics, and AI feedback to guide improvements.
- Collaborative—partner with consultants and engineers; know when to escalate and how to add value.
- Continuous learner, stay current on Dynamics/Power Platform updates and AI support best practices.
Benefits and Growth
- Opportunity to shape an AI-forward support model and its tooling.
- Professional development support, including relevant Microsoft and AI certifications.
- Exposure diverse customer environments across industries and solution footprints.
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