Technical Support Engineer

With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

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.

Interested in being on the cutting edge of Cloud Services? Then come join the Dynamics business unit as an Embedded Escalation Engineer (EEE) supporting Dynamics 365 for Finance and Operations (D365fFO).

As a Technical Support Engineer, you will be an elite member of the support team and have opportunities to integrate deeply with the Dynamics 365 for Finance and Operations Product Group. You will lead engineering investigations to bring quicker issue resolution to Support incidents impacting our customers, to improve their experience and drive key service improvements. You will solve customer escalations by using elevated access to run tools and TSGs generally reserved for engineering, build solutions, help create tools, and help automate issue detection, diagnosis to enable customers and support to self-resolve the issues. You will identify emerging trends or re-occurring escalation scenarios and drive engineering opportunities to mitigate and/or eliminate them from the workflow. This can include a range of potential work item categories, such as self-healing mechanisms, self-serve, transparency, automation, and/or increasing the capabilities for Dynamics support. You will contribute to the Product improvements by filing impactful bugs, design change requests and recommend other ways to prevent future customers from getting impacted. As a trusted advisor to the Dynamics engineering team, you will suggest changes to future versions to better equip our support teams as well as our Partners and Customers and help influence in-market solutions today. As a customer ambassador, you will also partner with the engineering leadership for strategic technical, architectural and design discussions, and represent the customer voice in planning efforts. These strategic areas of focus will target our highest impact pain points for our Partners, Customers and support team members.

Beyond extensive technical focus, this role requires the ability to communicate issues and recommendations clearly and concisely and build broad relationships with influencers to impact key business results for our business.

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.