Microsoft Dynamics 365 CE Support Engineer

About WCT:

WaferWire Technology Solutions (WCT) specializes in delivering comprehensive Cloud, Data and AI solutions through Microsoft's technology stack. Our services include Strategic Consulting, Data/AI Estate Modernization, and Cloud Adoption Strategy. We excel in Solution Design encompassing Application, Data, and AI Modernization, as well as Infrastructure Planning and Migrations. Our Operational Readiness services ensure seamless DevOps, ML Ops, AI Ops, and Sec Ops implementation. We focus on Implementation and Deployment of modern applications, continuous Performance Optimization, and future-ready innovations in AI, ML, and security enhancements. Delivering from Redmond-WA, USA, Guadalajara, Mexico and Hyderabad, India, our scalable solutions cater precisely to diverse business requirements and multiple time zones (US time zone alignment).

Job Description:

About the Role

We are looking for passionate and customer-focused Microsoft Dynamics 365 CE Support Engineers to join our enterprise support team. In this role, you will be responsible for providing technical support, troubleshooting complex issues, and ensuring seamless operations for enterprise customers using Microsoft Dynamics 365 Customer Engagement (CE).

Note: Candidates with prior experience supporting Microsoft CSS (Customer Service & Support) or Microsoft ACE projects will be highly preferred.

Key Responsibilities:

• Provide technical support for Microsoft Dynamics 365 CE applications and enterprise customers.
• Troubleshoot and resolve issues related to Dynamics 365 customizations, configurations, plugins, workflows, and integrations.
• Perform root cause analysis and implement permanent solutions for recurring issues.
• Handle production incidents, bug fixes, and application support while ensuring SLA compliance.
• Support Dynamics 365 CE modules, including Sales and Marketing applications.
• Work closely with global engineering, product, and customer support teams to resolve complex technical issues.
• Manage customer incidents through effective communication and timely resolution.
• Perform on-call production support as part of the support rotation.
• Develop and maintain technical documentation, knowledge articles, and troubleshooting guides.
• Contribute to continuous improvements in support processes and customer experience.

Required Skills & Qualifications

Experience

• 2-9 years of experience in Microsoft Dynamics 365 CE Support
• 0-2 years for candidates who have completed professional Microsoft Dynamics 365 CE training (Freshers with relevant training only).

Technical Skills

• Microsoft Dynamics 365 CE Support
• Dynamics 365 CE Customization & Configuration
• Plugin Development and Support
• Bug Fixing and Production Support
• Troubleshooting and Root Cause Analysis
• Application Support (Sales & Marketing modules)
• Platform Support
• Client Pod Support
• Enhancements and Issue Resolution
• Experience working with Dynamics 365 integrations is an added advantage.

Preferred Experience

• Experience working on Microsoft CSS (Customer Service & Support) projects.
• Experience supporting Microsoft ACE projects.
• Enterprise customer support experience.
• Customer-facing technical support experience.
• On-call production support experience.
• Developers with Microsoft Dynamics 365 experience who are willing to transition into support roles are encouraged to apply.

Required Qualifications

• Bachelor's degree in computer science, Information Technology, Engineering, or a related discipline.
• Strong understanding of Microsoft Dynamics 365 Customer Engagement (CE).
• Excellent analytical, troubleshooting, and problem-solving skills.
• Strong verbal and written communication skills.
• Ability to work effectively in a fast-paced, customer-focused support environment.
• Willingness to work in rotational shifts and participate in on-call support, if required.

Preferred Focus Areas

We are particularly looking for candidates with expertise in:

• Dynamics 365 CE Customization ( High Priority )
• Application Support (Sales & Marketing)
• Platform Support
• Client Pod Support
• Production Support
• Customer Support in Microsoft Enterprise Environments

Why Join Us?

• Work on enterprise-scale Microsoft Dynamics 365 support projects.
• Collaborate with global engineering and customer success teams.
• Gain exposure to complex production environments and Microsoft technologies.
• Build your career in a fast-paced, collaborative, and customer-centric environment.