responsibilities

• Own, manage and drive the end-to-end support experience for a set of strategic Dynamics 365 CE customers.
• Eliminate top issues impacting the support experience across large and strategic sets of customers by identifying and addressing the root causes.
• Drive resolution of critical and complex technical issues in a 24x7x365 global support delivery environment.
• Quickly identify and troubleshoot customer reported issues, by analyzing in-depth product diagnostics and telemetry data. Own and drive the timely delivery of quality root cause analysis (RCA) to understand and prevent future occurrence of reported issues.
• Solve complex business challenges for customers by using your deep technical and Dynamics 365 CE functional expertise along with your understanding of our customer’s needs.
• Deliver solutions and new capabilities for our customers’ mission critical deployments by partnering with product engineering, field teams and other internal Microsoft teams
• Relentlessly champion and advocate for our customers in representing their issues to product engineering teams and be a change agent to develop innovative ways to resolve their issues.
• Continuously improve the support tooling and processes based on insights gained during support operations, by using your engineering skills.
• Actively Contribute to educating the team, customers, and community by actively participating in technical forums and by developing self-help documentation and quick "How To" videos.

Qualifications

• You are a master on handling customer escalations by maintaining customer confidence as you work toward resolving the issue.
• You show superb customer empathy and executive presence including the ability to explain highly technical issues to varied sets of audience.
• 3+ years in a technical role with exposure to customer side troubleshooting.
• 5+ years of experience working with Dynamics 365 Customer Engagement product and demonstrated hands-on experience of implementing or supporting large, complex implementation(s). Customer engagement Apps include but not limited to - D365 Sales, D365 Customer Service, D365 Marketing, D365 Field service, D365 Project Service Automation. https://dynamics.microsoft.com/
• Understanding of cloud computing technologies is a must have - Azure Core Platform; Data Platform: SQL, Azure DB ; Application development experience; Power BI, Power Apps, Power Automate
• Desired B.S./B.A. Degree in Computer Science, Engineering or Equivalent Experience.

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. 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.