Dynamics 365 - Support Engineer

Do you have a passion for Dynamics 365? Come join an evolving team with a growth mindset! Dynamics 365 is Microsoft's enterprise resource planning (ERP) solution that helps Medium and Large Enterprises handle critical business functions. Dynamics 365 helps companies manage finance, accounting, production, warehousing, transportation management, and retail/ecommerce.
As a Dynamics 365 Support Engineer (SE) you will serve as frontline technical resources for Microsoft customers and partners via phone, email or web. You will deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.ResponsibilitiesResponse and Resolution

• Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
• Resolves customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research.
• Performs in-depth product troubleshooting and remediation when needed.
• Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.

Readiness

• Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks). Develops readiness content. Mentors new Technical Support Engineers. Develops intermediate level competence on support topics.

Product/Process Improvement

• Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement.
• Identifies potential defects and escalates to more senior engineers to resolve.
• Applies broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool improvement.
• Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly.
• Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.

Other

• Embody our culture and values

Qualifications Required/Minimum Qualifications:

• 3+ years technical support, technical consulting experience, or information technology experience in Microsoft Dynamics CRM and or other CRM experience OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience in Microsoft Dynamics CRM and or other CRM experience
• In depth knowledge or experience in one or more of these areas:
  • Infrastructure / Platform focused background
  • CRM On Premise environment
  • SQL Server
  • IIS
  • ADFS
  • Exchange, Visual Studio

Preferred Qualifications:

• Microsoft Technology Certifications
• Developer focused background would be beneficial but not essential
• Ability to take Technical Leadership in one specific product or area of business processes
• Cloud and on-premises environments
• Bilingual: English, Spanish and Portuguese

Citizenship Verification: This position requires verification of US Citizenship to meet federal government security requirements.
Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form .
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work