Senior Technical Support Engineer

Overview

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products.

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.

We are looking for people with a passion for delivering customer success. As a Senior Technical Support Engineer, you will own, troubleshoot, and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and deepen your technical proficiency.

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.

Responsibilities

• Provide Tier 2/3 technical support for Dynamics 365 Finance & Operations platform and application issues.
• Perform advanced troubleshooting using tools such as Visual Studio, Azure telemetry, SQL, AI led tooling, and diagnostic utilities.
• Analyze and resolve issues across Finance, Supply Chain, and platform-related components.
• Troubleshoot environment deployments, upgrades, integrations, and performance issues in ERP environments.
• Collaborate with global support teams, consulting teams, and product engineering to escalate and resolve complex issues.
• Act as a liaison between customers and product groups, ensuring accurate problem statements and business impact.
• Create and maintain technical documentation, troubleshooting guides, and internal knowledge base articles.
• Participate in onboarding, continuous learning, and readiness activities for new Dynamics 365 Finance features.
• Mentor peers and contribute to training and knowledge-sharing initiatives.

Required Qualifications

• Education and Experience: Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years technical support, technical consulting experience, or information technology experience OR equivalent experience.
• ERP Systems Experience: Experience supporting ERP systems such as Microsoft Dynamics (AX / D365), SAP, PeopleSoft, NetSuite, Oracle ERP Cloud, Epicor, or similar.
• Business Process Knowledge: Experience with financial and/or supply chain business processes, demonstrated through professional work experience, academic coursework, or hands-on use of business systems and applications.

Security Requirements

• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
• Citizenship Verification: This position requires verification of citizenship due to citizenship-based legal restrictions. This position supports United States federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate's citizenship will be verified with a valid passport.

Preferred Qualifications

• Bachelor's Degree in Computer Science, Information Technology, or related field AND 8+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience.
• Microsoft Technology Certifications
• Industry IT-Based Certifications (e.g. Comp-TIA, CCNA, ISC2)
• Programming fundamentals; ability to read code and write simple code/script, preferably in: C#, SQL, X++ (Dynamics) AND Kusto (KQL)

Compensation

Technical Support Engineering IC4 — The typical base pay range for this role across the U.S. is USD $86,100 - $169,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $113,300 - $187,400 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information at https://careers.microsoft.com/us/en/us-corporate-pay

Application Timeline

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Equal Opportunity

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.