Dynamics 365 Support Engineer

Veracity Software Inc; United States; Remote; USD 80,000 - 110,000; Full time

Job summary

A leading IT Services and Consulting firm is seeking a Microsoft CRM Engineer for a 6+ month contract. The role focuses on providing L2/L3 support for Microsoft Dynamics 365 CRM applications, ensuring optimal performance and collaboration with users and developers. Candidates should have strong experience in CRM customization and troubleshooting, with a focus on Customer Service and Field Service modules. This is a full-time position with opportunities for professional growth in a dynamic environment.

Qualifications

• 3+ years of experience with Microsoft Dynamics 365 CRM.
• Strong knowledge of Power Platform and CRM customization.

Responsibilities

• Provide L2/L3 support for Microsoft Dynamics 365 CRM applications.
• Collaborate with business users to document solutions.

Skills

Problem Solving

Communication

Education

Microsoft Certified: Dynamics 365 CE certifications

Tools

SQL Server

Power Platform

C#

.NET

Job description

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Duration: 6+ Months

Location: Canada / Remote

Position: Microsoft CRM Engineer

This role involves providing 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 smooth operation and performance of the CRM system. The role requires close collaboration with business users, developers, and infrastructure teams to enhance system functionality and optimize customer experiences.

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 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, SLAs, and Omnichannel configurations.

Level 3 (L3) Support:

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

Required Skills & Qualifications:

• 3+ years of experience with Microsoft Dynamics 365 CRM (CE), focusing on Customer Service and Field Service modules.
• Strong knowledge of Power Platform (Power Apps, Power Automate) and CRM customization.
• Expertise in CRM Security, Business Rules, Workflows, plugins, and JavaScript.
• Experience with SQL Server, FetchXML, SSRS, and Dataverse.
• Knowledge of C#, .NET, and CRM SDK for debugging and customization.
• Familiarity with Azure services, API integrations, and ALM processes.
• Excellent problem-solving and communication skills.

Preferred Qualifications:

• Microsoft Certified: Dynamics 365 CE certifications.
• Experience with Azure DevOps, CI/CD, and Power BI.
• Knowledge of ITIL processes and service operations.
• Experience with Omnichannel, Field Service Mobile App, and related modules.

Additional Details:

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industry: IT Services and IT Consulting