Dynamics 365 Support Engineer

Dynamics 365 Support Engineer

Canada / Remote

Duration: 6+ Months

Microsoft CRM Engineer to provide L2/L3 support for Microsoft Dynamics 365 CRM applications. The ideal candidate will troubleshoot, diagnose, and resolve complex technical issues related to the Customer Service and Field Service modules, ensuring the smooth operation and performance of the CRM system. This role involves working closely with business users, developers, and infrastructure teams to enhance system functionality and optimize customer experiences in these modules.

Key Responsibilities:

Level 2 (L2) Support:

• Investigate and resolve moderately complex CRM issues related to Customer Service and Field Service functionalities, workflows, data integrity, and performance.
• Act as the primary point of contact for escalations from L1 support teams.
• Perform root cause analysis and provide workarounds or permanent fixes.
• Assist with CRM configuration, security roles, and access management within the Customer Service and Field Service environments.
• Collaborate with business users to understand issues and document solutions in a knowledge base.
• Support case management, service level agreements (SLAs), and Omnichannel configurations.

Level 3 (L3) Support:

• Handle advanced troubleshooting for CRM-related technical problems, including API failures, custom plugins, integrations, and issues specific to Field Service Scheduling, Work Order Management, and Resource Scheduling.
• Work with development teams to analyze and resolve code-related defects in customizations, plugins, or workflows, particularly within Field Service and Customer Service.
• Perform system upgrades, patch deployments, and release management for the Customer Service and Field Service modules.
• Optimize SQL queries, data storage, and CRM performance tuning to enhance Customer Service and Field Service operations.
• Engage with Microsoft Support for critical escalations and service requests.

Required Skills & Qualifications:

• 3+ years of experience in Microsoft Dynamics 365 CRM (CE) support, implementation, or development, with a focus on Customer Service and Field Service modules.
• Strong knowledge of Power Platform (Power Apps, Power Automate) and CRM customization, particularly in service modules.
• Expertise in CRM Security Model, Business Rules, Workflows, plugins and JavaScript in Customer Service and Field Service contexts.
• Experience with SQL Server, FetchXML, SSRS, and Dataverse.
• Knowledge of C#, .NET, and CRM SDK for debugging and customization, especially for service-related processes.
• Familiarity with Azure services, API integrations, and ALM processes for the Customer Service and Field Service modules.
• Excellent problem-solving and analytical skills.
• Strong communication skills to interact with technical and non-technical stakeholders.

Preferred Qualifications:

• Microsoft Certified: Dynamics 365 Customer Engagement (CE) certifications.
• Experience in Azure DevOps, CI/CD pipelines, and Power BI.
• Knowledge of ITIL processes for incident and change management, with an understanding of service operations in the context of customer support and field service.
• Experience with Omnichannel for Customer Service, Field Service Mobile App, Work Order Management, and Service Scheduling in Dynamics 365 CRM.