Role Overview: The Senior Engineer operates as an experienced escalation point within the Dynamics 365 support model, performing structured troubleshooting, pattern recognition across incidents, and preparing high-quality escalations to L3. This role takes end-to-end ownership of complex incidents, mentors junior engineers, and actively contributes to continuous improvement of SOPs, automation, and support processes.
Microsoft Dynamics 365 (Commerce / CRM / Case Management) — 5–8 Years
- 5–8 years of experience with Dynamics 365 for Commerce, CRM, and Case Management, with a valuable functional understanding across modules
- Investigates issues in data, workflows, and permissions beyond surface-level symptoms
- Understands data dependencies across systems and how changes ripple through integrations
- Identifies integration-related issues at a symptom level and scopes them for deeper investigation
- Works confidently in Power Platform, including Power Apps configuration and basic Power BI validation
- Mentors Associate Engineers and Engineers on platform navigation and issue triage
Troubleshooting & Diagnostic Capability — 5–8 Years
- Performs structured troubleshooting — validation, replication, and root-cause analysis — on complex, multi-system issues
- Recognizes patterns across incidents to flag recurring or systemic problems
- Identifies integration and dependency issues spanning Dynamics 365, Power Platform, and connected systems
- Prepares high-quality, well-documented escalations to L3 / vendor engineering teams
- Continues to refine and expand SOPs based on newly diagnosed issues
Incident Coordination / Tiered Support — 5–8 Years
- 5+ years operating confidently as the bridge between L1 / L1.5 support and L3 / vendor engineering
- Owns complex, semi-technical and technical incidents that require deep platform knowledge
- Makes independent judgment calls on escalation necessity, reducing unnecessary handoffs