Technical Support Engineering

Microsoft • ,

2d • $86,100 - $187,400

About The Position

The Dynamics 365 Finance & Operations Support Engineer provides Tier 2/3 technical support for platform and technical issues reported by enterprise customers. This role focuses on deep technical troubleshooting, collaboration with global support and product engineering teams, and delivering high‑quality customer outcomes across cloud and hybrid ERP environments. Engineers in this role are expected to handle complex, high‑impact cases, contribute to knowledge creation, and continuously build expertise across Dynamics 365, Azure, and related Microsoft technologies.
In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Senior Technical Support Engineer, you will own, troubleshoot, and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and deepen your technical proficiency.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Requirements

• Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years technical support, technical consulting experience, or information technology experience OR equivalent experience.
• Ability to meet Microsoft, customer and / or government security screening requirements are required for this role.
• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
• This position requires verification of citizenship due to citizenship-based legal restrictions.
• Specifically, this position supports United States federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law.
• To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport.
• English Language: fluent in reading, writing and speaking.

Nice To Haves

• Microsoft ERP Systems Microsoft Dynamics 365, SAP, PeopleSoft, Netsuite, Oracle, ERP Cloud, Epicor or similiar.
• Microsoft Technology Certifications MCSA, MCSE, MCSD, MCTS preferred.
• Programming fundamentals; ability to read code and write simple code\script, preferably in: C#,SQL, X++ (Dynamics),Kusto (KQL)
• Financial or supply chain experience; Exposure to financial and/or supply chain processes, Either through prior roles, education, or business systems usage.
• Industry IT-Based Certifications (e.g. Comp-TIA, CCNA, ISC2)
• Understanding of Azure-based environments, including: Azure SQL,Entra ID (Azure AD)
• Experience supporting cloud-based solutions, particularly Microsoft Cloud products.
• Experience working with Azure, power platform, dataverse.
• AI experience with Copilot Studio, AI Agents, Model Context Protocol (MCP)

Responsibilities

• Leads the cross-team collaboration for the resolution of highly complex, cross-technology customer scenarios.
• Engages engineering teams by providing technical analysis and findings to drive efficient incident resolution.
• Models all case-handling standards with a continuous focus on speed and quality, and acts as a mentor to other Technical Support Engineers.
• Provide Tier 2/3 technical support for Dynamics 365 Finance & Operations platform issues.
• Perform advanced troubleshooting using tools such as Visual Studio, Azure telemetry, SQL, AI led tooling, and diagnostic utilities
• Ensures that all customer interactions reflect a commitment to excellence in service and high levels of customer satisfaction.
• Acts as an advisor to customers and informs them of the status and solution to their issues, demonstrating Communicating Effectively, Accountability, Resourceful, Empathy, and Situational awareness (CARES) behaviors.
• Mentors others on AI-assisted troubleshooting, case quality, direction of the case, and learning opportunities.
• Influences process improvements across workgroups, leveraging strong Customer Zero feedback loops, AI-enabled efficiencies, and quality feedback to the Product Group (PG).
• Reinforces recognition of cross-team trends and pattern-based improvements, collaborating with other teams to enhance overall effectiveness.
• Provides feedback and collaborates on feature enhancements and automation techniques to improve product serviceability.
• Integrates insights from case discussions and triage meetings to inform ongoing process enhancements.
• Implements strategic business decisions with customers, partners, and teams to increase market share.
• Influences peers to implement strategy.
• Develops and delivers advanced readiness materials to enhance knowledge capabilities within the team.
• Utilizes AI and other insights to elevate team capability and support ongoing learning.
• Implements readiness programs through mentoring, content creation, and learning sessions, contributing significantly to the content and readiness strategy.
• Acts as a resource for other teams by providing specialized training and support on complex problem-solving techniques.
• Reviews technical solutions for security impact and risk exposure.
• Strengthens Security by Design practices across the team to ensure all operations meet the highest security standards.
• Actively monitors and responds to security management notifications and events, keeping the team informed of potential security threats.
• Promotes Secure Future Initiative (SFI) behaviors by strengthening security awareness and proactive risk management across teams and partners.
• Applies secure troubleshooting practices.
• Ensures documentation meets compliance.
• Completes all required security, compliance and privacy trainings in accordance with standards.
• Adheres to security and privacy requirements.
• Adheres to SFI for secure handling of customer data and all engagements.
• Embody our culture and values

Benefits

• The typical base pay range for this role across the U.S. is USD $86,100 - $169,800 per year.
• There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $113,300 - $187,400 per year.
• Certain roles may be eligible for benefits and other compensation.
• Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

What This Job Offers

• Job Type: Full-time
• Career Level: Senior