• Act as a shared technical resource for CSMs across multiple enterprise accounts • Support CSMs with technical topics related to platform usage, solution design, product functionality, demos and best practice • Provide timely responses to technical questions from CSMs and, where appropriate, directly from customers • Serve as an escalation point for complex 'how does this work' or 'how should we do this' questions • Advise customers on conversational AI best practices, including dialog design, intent modeling, and flow orchestration • Support NLU configuration, training, testing, and optimization • Provide guidance on the application of generative AI and agentic AI concepts within enterprise conversational solutions • Help customers understand platform capabilities, limitations, and recommended patterns • Support customers operating conversational AI solutions within contact center environments (voice and digital) • Provide high-level guidance on integrations with CCaaS, CRM, and backend systems • Help customers troubleshoot issues related to conversation behavior, routing, and experience design • Collaborate closely with Support, Product, Engineering, and Professional Services to resolve customer issues • Identify recurring themes, gaps, or improvement opportunities and feed insights back to internal teams • Contribute to internal documentation, enablement materials, and best-practice guides for CSMs • Help standardize technical guidance across the customer base • Enable CSMs to handle more technical conversations independently over time • Improve internal processes and documentation to support a growing enterprise customer footprint.

Role Description We are looking for an experienced Power Platform App Support Engineer (2nd Line) to join our growing App Support team. This is a customer-facing, technically hands-on role where you will act as a key escalation point for 1st Line analysts, work closely with delivery consultants, and help shape and continuously improve our App Support service. You will support customers who rely on Power Platform solutions to run critical parts of their business, combining strong technical problem-solving with clear communication, relationship-building, and a genuine commitment to excellent service. Qualifications - At least 3 years’ experience in application support, including 2+ years in a 2nd or 3rd Line role - Experience supporting Microsoft enterprise applications in a customer-facing environment - Strong understanding of ITIL processes, particularly incident, problem, and change management - Experience managing escalations and working with third-party suppliers - Comfortable reporting on SLAs, KPIs, and service performance - Technical expertise (essential): - Power Apps (model-driven) - Power Automate - Power BI / Microsoft Fabric - Root cause analysis and technical/process improvement recommendations - Nice to have: - Power Apps (canvas), Copilot Studio, SharePoint Online, Planner, Azure DevOps - Exposure to Microsoft Dynamics 365 - Basic understanding of Azure, Active Directory, and SQL environments - Microsoft and/or ITIL certifications (or willingness to work towards them) Requirements - Providing 2nd Line support for Power Platform applications, resolving incidents and problems within agreed SLAs - Acting as a technical and process escalation point for 1st Line Service Desk analysts - Diagnosing and resolving complex issues across Power Apps (model-driven), Power Automate, and Power BI / Fabric - Understanding customer business requirements and clearly articulating solutions - Building trusted customer relationships through regular service review meetings (remote and occasional face-to-face) - Producing and reviewing KPI and SLA reports, identifying trends and improvement opportunities - Handling complex customers and challenging situations professionally, with support from Service Management - Supporting onboarding of new customers and contributing to pre-sales support where required - Mentoring and supporting analysts through knowledge sharing and skills development - Contributing to the development and maintenance of support processes, standards, and documentation - Carrying out trend analysis and feeding insights back into Service Management and the wider practice Benefits - 9 Day Fortnight (compression of 10 working days into 9 to be able to not work every other Friday) - PMI with Vitality Health - Medical Cash Plan with Medicash - Life Assurance (Death in Service) with YuLife - Employee Assistance Programme - 25 days holiday (plus all Public Holidays) – increasing to 26 days after 1 year, to 27 days after 2 years and to 28 days after 5 years - Your birthday day off - Access to Costco Membership - Salary Sacrifice Scheme, applicable to: - Workplace Pension - Employer contribution is currently 5.5% of qualifying salary (above legislated minimum and will increase if we achieve certain business targets) - Employee contribution is 4% of qualifying salary (legislated minimum but you can elect to increase) - EV Car Schemes - Discounted Gym Membership - Cycle Schemes - Home & Tech discounts for IKEA and Curry PC World - Holiday Exchange Scheme: buy up to 10 additional days per year and sell up to 5. - In addition, these are just some of our cultural benefits: - Quarterly and annual star performer awards – voted for by your peers and colleagues - Spot Awards of £25 and up, to instantly recognise excellence in you and your colleagues - Annual professional and personal training budget to support your PDP - Career Development Frameworks - Reward schemes that are designed to thank you for your hard work and make life a little more affordable. - Monthly employee experience/engagement survey - Quarterly company meetings - Social/team building events, organised by our incredible Employee Forum - Regular, meaningful 1 to 1s - Long service recognition at 5, 10, 15, 20 years and onwards - Award winning culture: Great Place to Work™ Nov 25 to Nov 26; Best Workplaces for Development™ 2025, Best Workplaces for Wellbeing™ 2025, Best Workplaces for Women™ 2025, Best Workplaces in Tech™ 2025

• Own Arbi, Athena, and Aurora demos end to end, including discovery, tailored demo, objections, and next steps • Partner with Sales to align demo strategy to buyer pain points, technical requirements, and success criteria • Run demos independently for multiple buyer personas including recruiting, operations, leadership, and IT • Drive technical confidence during sales cycles and help advance deals toward signature • Lead technical validation during trials and POCs by defining success criteria, managing timelines, and removing blockers quickly • Troubleshoot issues and guide prospects through real world workflows • Support and validate common ATS integration patterns and deployment configurations • Own or co-own customer onboarding to ensure a smooth handoff from Sales and fast time to value • Lead training sessions, onboarding calls, office hours, and enablement initiatives • Create and maintain enablement materials, best practices, and usage guidance • Monitor usage and adoption to identify risks and expansion opportunities early • Support integrations with ATS platforms and related HR systems • Work hands on with APIs, webhooks, SSO or SAML, SCIM, data mappings, and CSV based workflows • Troubleshoot customer issues and coordinate with Engineering when deeper fixes are required • Act as the customer voice internally by gathering concerns, complaints, and feature gaps from customer interactions • Synthesize feedback into clear, actionable inputs for Product and Engineering • Build a tight feedback loop from customer calls to prioritized product and process improvements • Track and report on customer health signals including usage, satisfaction, risks, renewals, and expansion indicators • Help define and evolve customer success metrics as the company scales

• Engage with customers via Zoom calls and email as a technical consultant during the post-sales journey, providing product, solution, and best-practice guidance. • Partner with Customer Success Managers to go deep on GitLab use case implementation (for example: source code management, continuous integration, continuous delivery, DevSecOps, and Agile Planning). • Deliver practical, customer-specific enablement through webinars, hands-on labs, office hours, and on-demand engagements in a pooled support model (not dedicated to a single account) • Provide technical and architectural guidance that helps customers adopt GitLab capabilities and connect technical decisions to the outcomes they care about. • Align with Account Executives and Renewals Managers to share customer-facing subject matter expertise that supports customer business objectives • Develop and deliver workshops, demos, and other reusable enablement content in collaboration with cross-functional partners. • Build and maintain specialty competency in one or more technologies aligned to GitLab's market focus through training, certification, and creating working examples for internal and customer use. • Contribute to customer-facing learning resources, including GitLab documentation, YouTube content, and enablement programs such as the Digital Journey.