Location: Ireland
Working pattern: Monday–Friday, working an Eastern Time-aligned shift
Function: Customer Services / Managed Services
Role type: Customer-facing, hands-on technical managed service role
Salary: €50,000–€55,000 per annum
Role purpose
The Managed Service Engineer will take day-to-day operational ownership of customer FlowForma environments and the agreed technical dependencies that support them. The role combines platform administration, technical support, process optimisation, service management and integration troubleshooting.
This is not a traditional support-desk role. The successful candidate will act as an accountable service owner, working directly with customer business and technical teams to keep services healthy, resolve issues, improve existing processes and identify opportunities for further automation.
Key responsibilities
• Own the day-to-day operation and administration of customer FlowForma environments.
• Monitor service health and proactively identify configuration, performance and operational issues.
• Investigate and resolve incidents across FlowForma and agreed supporting dependencies.
• Manage customer-tenant configuration, access, permissions and deployed FlowForma components.
• Support and troubleshoot integrations involving APIs, SharePoint, Power Automate, Power BI, data flows and connected customer systems.
• Maintain service documentation, runbooks, known-issue registers, escalation procedures and integration records.
• Lead regular service reviews covering incidents, SLA performance, backlog priorities, risks and improvement opportunities.
• Manage the support and enhancement backlog, working with customer teams to review potential changes, new product features and larger requirements that may need separate scoping.
Experience and technical skills
• Experience working directly with customer IT and business stakeholders in a service, consulting or technical account environment.
• Strong troubleshooting skills across interconnected cloud applications, Microsoft 365, SharePoint and Power Automate.
• Ability to understand business processes and translate operational requirements into practical technical improvements.
• Experience supporting REST APIs, integrations, system-to-system data flows and connected customer systems.
What we are looking for
• A strong sense of ownership and accountability, with the confidence to own issues through to resolution.
• A customer-focused communicator who can work confidently with technical teams, business users and senior stakeholders.
• A technically curious problem-solver who can investigate integration, platform and process issues methodically.
• Strong organisation and prioritisation across incidents, planned work, backlog management and service governance.
• Comfort working independently while knowing when to bring in specialist FlowForma Product or Engineering expertise.
• Willingness and ability to work an Eastern Time-aligned shift from Ireland.
Desirable
• Experience with managed services, application support, technical service ownership or Microsoft 365-based enterprise applications.
• Experience with process mapping, workflow redesign or continuous-improvement methodologies.
Success in the role
Success will be measured by the quality and reliability of the managed service, including:
• Stable, well-managed customer environments with timely ownership and resolution of incidents.
• Clear visibility of service health, risks, priorities and improvement backlog.
• Continuous improvement of existing processes, integrations and service governance.
• Strong customer confidence in FlowForma as the accountable service owner.
Why FlowForma
FlowForma helps organisations automate, manage and improve business processes on Microsoft 365.
This role is an opportunity to work at the point where product, customer operations, integrations and process improvement come together – taking real ownership of business-critical customer services and helping shape how FlowForma Managed Services develops as an offering.