Dynamics 365 Application Support Tech (2nd Line)
Salary: $35K–$45K USD (based on experience)
Location: 100% Remote (USA-based)

Overview of the Role

We are seeking a highly motivated Dynamics 365 Application Support Tech to join our US-based team. This role is responsible for providing functional, technical, and administrative support, as well as end-user training on both standard and custom functionality developed within Dynamics 365 Sales, Project Operations, and Customer Insights modules.

The ideal candidate will have strong analytical skills, clear communication abilities, and solid hands-on experience with Dynamics 365 CE applications to effectively support end users and resolve issues.

Key Responsibilities:

• Serve as the primary point of contact for all support-related inquiries and technical issues tied to Dynamics 365 CE solutions, ensuring prompt and effective resolution.

• Investigate, diagnose, and analyze application errors using standard troubleshooting techniques to identify root causes and implement fixes.

• Deliver end-user training and guidance on system functionality, best practices, and new features to drive user adoption and efficiency.

• Support configuration changes, system enhancements, and customization requests in Dynamics 365 CE and Finance & Operations, working closely with internal stakeholders and technical teams.

• Manage data integrity and integration processes between Dynamics 365 CE, D365 F&O, and other connected systems.

• Create and maintain internal documentation such as troubleshooting guides, knowledge base articles, and FAQs for knowledge sharing and self-service support.

• Monitor and manage support tickets via tools like Jira, ensuring service-level agreements (SLAs) are met and issues are resolved in a timely manner.

• Oversee system performance and health checks, identifying optimization opportunities and ensuring system reliability and security.

• Perform regression testing for bug fixes, change requests, internal project developments, and Microsoft updates.

• Create user documentation and training materials to support best practices and testing procedures.

• Administer Azure DevOps pipeline releases for managed changes.

Key Experience Required:

• Proven experience providing support and troubleshooting assistance for Dynamics 365 Customer Engagement (CE) applications.

• Familiarity with incident management processes and tools like ServiceNow, Jira, and knowledge of ITIL best practices.

• Strong analytical and communication skills with the ability to gather and interpret user requirements.

• Experience building trust and relationships with business stakeholders.

• Microsoft certifications such as MB-910, PL-900, or AZ-900 are desirable.

• Strong written and verbal English communication skills, including the ability to present clearly to non-technical users.

• Self-motivated, detail-oriented, and results-driven.

• Passionate about learning and continuous improvement.

• Strong time management and organizational skills.