About Sonata Software
Sonata Software, with over $1.2 Billion Revenue, is a leading AI-first Modernization Engineering company, powered by our unique Platformation TM framework. Our 6400+ AI Engineers are helping enterprises transform from systems to intelligent business platforms leveraging partner ecosystem to drive speed, efficiency and growth. Our bouquet of Modernization Engineering Services with AI -first approach cuts across Cloud, Data, AI, Dynamics, Test Automation, and Managed Services.
Sonata’s AI-led modernization is enabled by a powerful suite of proprietary tools and assets. At the core is the Harmoni.AI Enterprise Platform, which includes AgentBridge -a governance and observability framework; AgentBuilder -a development toolkit for fungible agents integrated into enterprise systems; and the Agent Marketplace -an internal ecosystem for modular, reusable agents.
Headquartered in Bengaluru, India, Sonata Software has a strong global presence, including key regions US , UK, India, Malaysia, Mexico, Australia, DACH (Germany/Switzerland) & Nordics (Finland) . We are a trusted partner of Fortune 500 companies in Banking, Financial Services and Insurance; Healthcare and Lifesciences; Telecom, Media, and Technology; and Retail, Manufacturing and Distribution space.
Deep collaborations with partners like Microsoft, AWS, Salesforce, and Snowflake strengthen our ability to deliver cutting-edge AI solutions. Our 30+years of partnership with Microsoft, and being part of the elite Microsoft Inner Circle, places us among the top 1% of global Microsoft partners. Sonata is now among the first companies to earn the Microsoft Frontier Partner Badge Also, Sonata Software is proud to achieve AWS Premier Tier Status in the AWS Partner Network.
Job Title
Microsoft Copilot & Power Platform Support Engineer (L2/L3)
Job Summary
We are seeking a highly skilled Microsoft Copilot & Power Platform Support Engineer (L2/L3) to provide advanced operational support for Microsoft Copilot services and Power Platform AI capabilities. The role involves deep technical troubleshooting, incident management, and close collaboration with Microsoft Product Groups to ensure high service availability and adherence to SLAs across global regions.
Key Responsibilities Technical Support & Operations
Provide L2/L3 support for: Microsoft 365 Copilot Copilot Studio Power Platform AI / GenAI features Diagnose and troubleshoot issues related to: Copilot agents and prompts Power Automate flows Connectors, Dataverse, and environment configurations Deliver rapid mitigation using a mitigation‑first approach while ensuring permanent fixes. Incident & Case Management
Manage Copilot-related incidents in alignment with SLA, severity, and escalation guidelines . Support 24×7 CCAS coverage across APAC, EMEA, and NAM regions as part of a rotational schedule. Lead or contribute to: Root Cause Analysis (RCA) Post‑incident reviews Preventive and corrective action plans Maintain accurate documentation for cases, fixes, and known issues. Collaboration & Escalation
Coordinate with Microsoft Product Groups (PG) for deep-dive backend investigations when required. Work cross-functionally with engineering, operations, and service teams to resolve systemic issues. Act as an SME for Copilot case management and chatbot-related solutions.
Required
Required Technical Skills Core Technologies
Microsoft Copilot M365 Copilot Copilot Studio Microsoft Power Platform Power Automate Dataverse Environment management and governance Expertise Areas
Case management systems Chatbot design, troubleshooting, and lifecycle management Power Platform connectors and integrations AI‑driven workflows and GenAI use cases
Desired Experience & Qualifications
Experience in enterprise L2/L3 production support environments Strong understanding of cloud-based SaaS support models Proven ability to manage high‑severity incidents under pressure Hands-on experience with AI-powered automation and Copilot solutions Excellent analytical, communication, and documentation skills
Work Model
24×7 rotational support as part of CCAS coverage Global collaboration across time zones
Key Competencies
Problem-solving and root cause analysis Stakeholder and escalation management Customer-first mindset Strong ownership and operational excellence
Why join Sonata Software?
At Sonata, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build never seen before solutions to some of the world’s toughest problems. You´ll be challenged, but you will not be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
Sonata Software is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity, age, religion, disability, sexual orientation, veteran status, marital status, or any other characteristics protected by law.
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