Dynamics 365 Support Engineer

We are looking for a skilled Dynamics 365 Support Engineer with hands-on experience supporting Microsoft Dynamics 365 Customer Engagement (CE), Microsoft Dataverse, and model-driven Power Apps . The ideal candidate will have strong functional and technical troubleshooting skills, experience with application configuration and customization, and the ability to investigate and resolve production issues in customer environments. The role involves supporting Dynamics 365 Sales and Customer Service , troubleshooting application errors and integrations, configuring model-driven applications, automating business processes using Power Automate, and resolving performance-related issues. Candidates should have experience with incident management, root cause analysis, SLA adherence, and customer-facing production support. Strong analytical, communication, and problem-solving skills are essential.

Important: Candidates must have hands-on experience in Dynamics 365 CE application support and troubleshooting. Candidates with only general Microsoft technology experience and no relevant Dynamics 365 support exposure will not be considered suitable.

Key Responsibilities

• Provide functional and application-level support for Microsoft Dynamics 365 Customer Engagement (CE) , primarily Dynamics 365 Sales and Customer Service.
• Investigate, diagnose, and resolve functional, configuration, integration, and application-related issues in customer and production environments.
• Configure, customize, and troubleshoot model-driven Power Apps , including forms, views, charts, dashboards, and navigation.
• Analyze customer-reported incidents, identify root causes, implement fixes or workarounds, and ensure timely resolution based on support priorities and SLAs.
• Support Microsoft Dataverse , including data-related troubleshooting, configuration issues, and application behavior.
• Assist with solution management, application customization, environment configuration, and deployment-related activities.
• Develop, maintain, and troubleshoot automated business processes and workflows using Microsoft Power Automate .
• Investigate integration issues involving Power BI, SharePoint, Exchange, server-side synchronization , and other connected Microsoft services.
• Troubleshoot application performance issues and collaborate with engineering teams to identify and implement appropriate resolutions.
• Support user access, security roles, permissions, and configuration-related issues within Dynamics 365 environments.
• Work directly with customers, business users, and internal technical teams to understand issues, communicate findings, and provide resolution updates.
• Manage support tickets, prioritize incidents, follow escalation procedures, and maintain compliance with established SLAs.
• Document troubleshooting procedures, root cause findings, known issues, configuration details, and technical resolutions.
• Identify recurring issues and recommend preventive measures to improve application stability, support efficiency, and customer experience.
• Participate in knowledge-sharing sessions and contribute to continuous improvement of application support processes.

Required Qualifications – Mandatory Skills

• Dynamics 365 CE: Hands-on experience supporting Microsoft Dynamics 365 Customer Engagement applications.
• Dynamics 365 Sales / Customer Service: Experience supporting functional issues and application workflows in one or both modules.
• Production Application Support: Experience troubleshooting and resolving issues in customer-facing or production environments.
• Microsoft Dataverse: Working knowledge of Dataverse data structures, tables, relationships, and configuration.
• Model-Driven Power Apps: Experience configuring and troubleshooting forms, views, dashboards, charts, and application navigation.
• Functional and Technical Troubleshooting: Ability to diagnose application errors, configuration problems, and functional issues.
• Power Automate: Familiarity with creating, maintaining, and troubleshooting automated workflows.
• Integration Support: Understanding of integrations with Power BI, SharePoint, Exchange, server-side synchronization, or other Microsoft services.
• Incident Management: Experience with ticket tracking, incident prioritization, SLA adherence, and escalation processes.
• Root Cause Analysis: Ability to investigate recurring problems, identify underlying causes, and implement appropriate solutions.
• Customer Communication: Strong verbal and written communication skills, including the ability to explain technical issues to non-technical users.
• Documentation: Ability to maintain technical documentation, troubleshooting guides, and knowledge base articles.
• Strong analytical, problem-solving, and collaboration skills.

Preferred Qualifications

• Experience supporting enterprise-scale Dynamics 365 CE implementations.
• Knowledge of Dynamics 365 security roles, user permissions, teams, and access management.
• Familiarity with Power Platform administration and environment management.
• Experience with Dynamics 365 solutions, managed and unmanaged solutions, and deployment processes.
• Exposure to application integrations using APIs, connectors, or middleware.
• Familiarity with performance diagnostics and troubleshooting of Microsoft cloud applications.
• Experience working with Microsoft support teams, engineering teams, and business stakeholders.
• Understanding of release management, change management, and production deployment practices.
• Microsoft certifications related to Dynamics 365 or Power Platform are an advantage.

ABOUT BRICKRED SYSTEMS

BrickRed Systems is a global leader in next-generation technology consulting and workforce solutions, specializing in delivering high-quality talent across digital, engineering, marketing, analytics, finance, operations, and business transformation domains. With a strong emphasis on innovation, scalability, and client success, BrickRed Systems helps organizations solve complex business challenges by providing skilled professionals across strategy, technology, creative, and operational functions. BrickRed fosters a culture of continuous learning, collaboration, and excellence, enabling professionals to contribute to high-impact global initiatives while advancing their careers.