Dynamics 365 Support Engineer

Veracity Software Inc; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Veracity Software Inc. is seeking a Microsoft CRM Engineer for a 6+ months remote role. The candidate will provide L2/L3 support for Dynamics 365 CRM applications, focusing on Customer Service and Field Service modules. Responsibilities include troubleshooting technical issues, enhancing system functionality, and collaborating with various teams to optimize customer experience.

Qualifications

• Familiarity with Microsoft Dynamics 365 CRM, Customer Service and Field Service modules.
• Experience in L2/L3 support and API integrations.
• Strong knowledge of CRM Security Model and Business Rules.

Responsibilities

• Provide L2/L3 troubleshooting and support for CRM applications.
• Collaborate with business users and development teams to enhance system functionality.
• Perform root cause analysis and escalate technical issues as required.

Skills

Problem-solving

Analytical skills

Communication

CRM customization

Technical support

Education

3+ years in Microsoft Dynamics 365 CRM support

Tools

SQL Server

Power Platform

Azure services

Job description

1 month ago Be among the first 25 applicants

Duration: 6+ Months

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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  IT Services and IT Consulting

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