Remote: Senior Dynamics 365 Support Engineer (Tier 3)

United States Digital Space LLC; United States; Remote; USD 120,000 - 160,000; Full time

Benefits offered by this job

Health and Wellbeing: Medical, Dental,

401k Plan with Company Matching

Paid Time Off & Holidays

Employee Discounts

Job summary

World Wide Technology (WWT) seeks a Tier 3 Microsoft Dynamics 365 Support Engineer for Day 2 Operations. You will provide advanced level support for Dynamics 365 and Power Platform, collaborating with Tier 1/2 engineers and vendor teams to resolve incidents efficiently.

You will handle security/access configurations, perform RCA, document outcomes, manage tickets with Microsoft, and mentor peers. This role requires 7+ years in technical support, Dataverse and integration experience, and cloud

Qualifications

• 7+ years in a technical support role focused on Dynamics 365 and Power Platform
• Strong RCA and documented resolutions
• Independent ownership and ability to work with minimal supervision
• Familiarity with ITIL Incident, Problem and Change Management
• On-call rotation for after-hours support
• Experience escalating and partnering with Microsoft for complex issues
• Dynamics 365 Admin, Security, and Dataverse troubleshooting experience
• Hands-on with Power Platform tools (Power BI/Automate/Apps) for Dynamics 365
• Experience with Dynamics 365 integrations (Exchange/Outlook, SharePoint, Teams)
• Experience with Dataverse security roles and access issues
• Power Platform ALM (managed/unmanaged solutions)
• Lifecycle ops for Dynamics 365 environments (provisioning, backups, restores)
• Model-driven apps and Dataverse troubleshooting
• Experience with Finance/Operations or Business Central in enterprise IT
• Broad Microsoft cloud ecosystem experience
• Knowledge of cloud platforms (Azure, AWS, GCP)
• 5+ years supporting clients via phone, email, or desk side
• SQL and SSRS reporting
• Active Directory/Entra ID
• PowerShell
• Experience in 24x7 support environments

Responsibilities

• Troubleshoot complex incidents across Dynamics 365 environments as final escalation point
• Lead RCA and document effective resolutions and outcomes
• Create and manage Microsoft support tickets as needed
• Open, triage, and manage ticket queues with efficient SLA adherence
• Collaborate with Tier 1/2 engineers and vendor support
• Assist with Power Apps/Power Automate/Dataverse configurations
• Maintain health of client Dynamics 365 and Dataverse environments
• Provide guidance and mentorship to peers
• Document troubleshooting steps and resolutions in the ticketing system
• Onboarding clients with configuration and setup of systems and policies
• Follow ITIL-aligned incident, problem, and change management processes
• Contribute to knowledge base updates and operational improvements

Skills

Dynamics 365

Power Platform

Dataverse

Power BI

Power Automate

Power Apps

ALM

SQL

SSRS

Active Directory

Entra ID

PowerShell

ITIL

24x7 support

Root Cause Analysis

Tools

GDAP

Partner Center

Power Platform Admin Center

Job description

World Wide Technology (WWT) seeks a Tier 3 Microsoft Dynamics 365 Support Engineer for Day 2 Operations. You will provide advanced level support for Dynamics 365 and Power Platform, collaborating with Tier 1/2 engineers and vendor teams to resolve incidents efficiently.

You will handle security/access configurations, perform RCA, document outcomes, manage tickets with Microsoft, and mentor peers. This role requires 7+ years in technical support, Dataverse and integration experience, and cloud