Technical Support Engineering

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

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.

Responsibilities

Case Resolution and Daily Operations

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.