Middle Service Engineer Offline

As Akvelon continues to expand, we are looking for a Middle Service Engineer to join a Support team responsible for operating and continuously improving internal support platforms and workflows. The role focuses on case intake, triage, routing, and operational efficiency, with a strong emphasis on Dynamics 365 and Power Platform solutions.

You will work closely with engineering and support stakeholders to ensure accurate case handling, standardized processes, and data-driven improvements across support operations.

We offer a great opportunities for professional development and the flexibility to work remotely, in a hybrid format or from the office.

🌎Akvelon is an American company with offices in Seattle, Mexico, Ukraine, Poland, and Serbia etc. Our company is an official vendor of Microsoft and Google. Our clients also include Amazon, Evernote, Intel, HP, Reddit, Pinterest, AT&T, T-Mobile, Starbucks, and LinkedIn. To work with Akvelon means to be connected with the best and brightest engineering teams from around the globe and working with an actual technology stack building Enterprise, CRM, LOB, Cloud, AI and Machine Learning, Cross-Platform, Mobile, and other types of applications customized to client’s needs and processes.

Responsibilities:

• Configure, maintain, and enhance a Dynamics 365 Customer Service environment used as a unified support entry point
• Set up and support case intake channels (e.g., email-based entry points) and prepare configurations for future expansion
• Implement and maintain case routing logic, including rule-based routing, queues, workstreams, forms, and views
• Support case triage and routing processes to ensure accurate handoff to the correct internal teams
• Build and enhance PowerApps solutions to support support workflows and operational needs
• Ensure consistent data capture to enable reporting on case volume, routing accuracy, and resolution timelines
• Identify recurring issues, misrouted cases, or process gaps and provide feedback for continuous improvement
• Maintain technical configuration documentation and support onboarding of new teams into the unified support model
• Collaborate with stakeholders to refine workflows and improve automation opportunities over time

Requirements:

• Hands-on experience with Dynamics 365 Customer Service (configuration, administration, routing, queues)
• Experience building or maintaining solutions using Power Platform / PowerApps
• Understanding of support operations, case management, and ticket routing workflows
• Ability to work with structured processes and improve them through configuration and automation
• Strong analytical and communication skills
• Experience working in a live/production support environment

Working conditions:

• Be ready to work a few hours each day with an overlap with the client’s time zone.
• For candidates from Serbia, Poland: Remote or Hybrid.

Benefits:

• Paid vacation, sick leave (without sickness list);
• Official state holidays – 9-11 days considered public holidays;
• Professional growth while attending challenging projects and the possibility to switch your role, master new technologies and skills with company support;
• Flexible working schedule: 8 hours per day, 40 hours per week. It additionally depends on the project’s operational hours. Work on weekends or overtime is only upon request of the customer and is paid in addition;
• Personal Career Development Plan (CDP);
• Employee support program (Discount, Care, Heals, Legal compensation);
• Paid external training, conferences, and professional certification that meets the company’s business goals;
• Internal workshops & seminars;
• Corporate library (Paper/E-books) and internal English classes.