Microsoft Dynamics 365 and Microsoft Power Platform are at the heart of our customers digital transformation journey.  Our products meet today’s challenges by bringing customers and business together with the next generation of CRM and ERP applications.  Recognized as a platform leader across Sales, Marketing, Service, Finance, Operations, Commerce, HR and Automation, an increasing number of enterprises rely on Microsoft Dynamics to operate their businesses.

In the Digital Transformation Platform Group ACE team, we are hiring for new engineering roles where you can surround yourself with people who are passionate about cloud computing and believe that extraordinary customer support is critical success. We are seeking engineers that enjoy solving complex problems and working with customers to improve the Microsoft Dynamics 365 and Microsoft Power Platform experience.

Responsibilities

• Directly manage the long-term support relationship with designated Dynamics 365 customers and resolve critical and complex issues in a 24x7x365 global support delivery team.
• Take your deep Dynamics 365 Finance & Operations expertise and combine it with your understanding of the customer’s functional needs to solve their complex business challenges.
• Work directly with internal engineering teams to not only reactively support customer issues but deliver solutions and new capabilities for our customers most mission critical deployments. Relentlessly champion and advocate for our customers in representing their issues to engineering teams and be a change agent to develop innovative ways to resolve their issues.
• Apply an engineering mindset to eliminate top issues impacting customer experience across large and strategic sets of customers. As a member of the product engineering team, you will use your engineering skills to improve our products and services, based on customer feedback and insights gained while supporting them.
• Work on critical, highly complex customer scenarios that span across multiple services.
• Contribute to forums and develop self-help documentation and quick "How To" videos
• Participate in recruiting and ramping up a global support team for our top customers.
• Coach/mentor new hires.
• Act as an  escalation point within the team.
• Develop and present training. Help establish a real-time readiness model for the team by constantly updating training & readiness content as the cloud technology evolves.
• Work with leadership on process improvement and strategic initiatives.
• Be available for weekend on-call duties every 2 months. Be available for week on-call in evenings every 2 months.

Qualifications

• Deep understanding and demonstrated hands-on experience of implementation, troubleshooting, and supporting Microsoft Dynamics 365 Finance & Operations Applications is a must have.
• Passion for customers and focus on delivering the right customer support experience.
• Understanding of the other Dynamics and Power Platform is highly desired.
• Ability to learn new technology in a fast-paced environment.
• Desired B.S./B.A. Degree in Computer Science, Engineering or Equivalent Experience.
• 5+ years experience with Microsoft Dynamics 365 Finance & Operations Applications with exposure to customer side troubleshooting.

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.