Senior MS Dynamics 365 Support Engineer (L2 / L3‑Ready)
Role Summary- The Senior MS Dynamics 365 Support Engineer is a hands-on production support and technical escalation role responsible for complex incident resolution, cross-system integrations, migration/release support, and hyper care leadership for enterprise CRM platforms.This role acts as the technical bridge between L2 operations and L3 engineering, owning deep-dive investigations across Dynamics 365, Salesforce (SFDC), Clari, and downstream integrations, while also guiding junior engineers and stabilizing the platform during major releases and transformation programs.

Key Responsibilities
1. Advanced Incident Management & Technical Escalation (L2.5 / L3)

Perform deep technical triage, isolating issues across: Integration touchpoints with SFDC, Clari, provisioning, and reporting layers  Drive incidents end‑to‑end: investigation, workaround, permanent fix coordination, validation, and closure confirmation.  Produce clear RCA narratives and actionable escalation details for engineering teams when code fixes are required. 

2. Dynamics 365 – SFDC – Clari Integration Expertise

Resolve issues involving: Status/stage misalignment (e.g., Closed Booked vs Won vs Locked) Sync failures, delayed refreshes, and manual reconciliation needs  Partner with Sales Ops, Engineering, and Finance stakeholders to ensure system-of-record correctness during critical deal cycles. 

3. Migration, Release & Hypercare Leadership

Participate in and help run hyper care models, including: Dedicated Teams support channels Roster‑based coverage and escalation ownership  Quickly assess post‑release anomalies, distinguish between expected behaviour vs defects, and guide response strategy. 

4. Advanced Dynamics 365 Functional & Technical Support

Asset, renewal, and post‑sales visibility issues Opportunity reopening, correction of invalid lifecycle transitions, and data remediation  Apply controlled configuration changes (security roles, permissions, business rules) as part of support-driven remediation. 

5. Security, Access & Governance Expertise

Diagnose role, persona, and environment mismatches impacting D365 behaviour across Enterprise and Consumer instances.  Ensure fixes align with governance, audit, and compliance expectations. 

6. Operational Excellence & Support Leadership

Own aged-ticket reviews, root cause trends, and proactive problem management inputs.  Improve support maturity by identifying repeat issues and converting them into: Automation opportunities Clear escalation criteria 

Required Skills & Experience
Technical Skills

Proven ability to analyse data sync, lifecycle, and reconciliation issues across systems.  Experience supporting large‑scale CRM migrations and release events. 

Operational & Behavioural Skills

Clear written and verbal communication with technical and business stakeholders.  Strong ownership mindset — sees incidents through to verified resolution. 

Education & Experience

· Own complex, high-impact production incidents that cannot be resolved through standard L2 playbooks. 

o D365 business logic, security, and record state

· Troubleshoot opportunity, quote, and revenue data mismatches across D365, SFDC Corp, and Clari forecasting views. 

o Missing or incorrectly linked opportunities

· Act as a key support lead during major D365 migrations, cutovers, and releases, including Salesforce-to-D365 transitions. 

o Live triage bridges

· Resolve complex D365 issues such as:

o Quote/cart validation and approval failures 

· Serve as escalation SME for complex access and visibility issues beyond standard IAM workflows. 

· Mentor and guide L2 support engineers, providing technical direction and review of investigations. 

o Knowledge articles

· Deep expertise in Microsoft Dynamics 365 (CRM / Sales) production support. Strong understanding of enterprise CRM integrations, especially D365 ↔ SFDC ↔ Clari. 

· Calm, structured problem solving under high‑pressure production and hyper care scenarios. 

· Bachelor’s degree in Computer Science or related discipline. 

· 5–9+ years of experience in enterprise CRM / Dynamics 365 production support, with demonstrated L2.5 or L3 responsibilities.