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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Engineer, Tier 3 Microsoft Dynamics 365 - **Company:** WWT LLC - **Location:** Denver, CO, United States (Remote available) - **Experience:** Starter - **Salary:** $47,840.0 - $64,480.0 - **Contract:** Permanent contract - **Skills:** Active Directory, Artificial Intelligence, Amazon Web Services, Data Analysis, Software Suite, Microsoft Azure, Backup Devices, Microsoft Online Services, Microsoft Outlook, Cloud Computing, Issue Tracking Systems, Microsoft Dynamics, Windows PowerShell, Power BI, Microsoft SharePoint, SQL Databases, SQL Server Reporting Services, Systems Integration, Model-Driven Development, Google Cloud, Microsoft Power Automate, Data Layers, Information Technology, Microsoft Business Central, Microsoft Dynamics 365 Finance & Operations, 3-tier Architectures, Powerapps - **Published:** August 1, 2026 - **Apply:** https://recruiting.adp.com/srccsh/public/RTI.home?r=5001215953406&c=2166501&d=WWTExternalCareerSite ## About the Role * Experience: 7+ years of experience in a technical support role focused on Microsoft Dynamics 365 and Power Platform services. * Troubleshooting Skills: Strong problem-solving abilities with a proven ability to lead complex troubleshooting efforts, perform thorough Root Cause Analysis (RCA), and clearly document resolution steps. * Independent Ownership: Self-motivated and able to work independently with minimal supervision, taking ownership of complex issues and driving them to resolution. * ITIL Knowledge: Familiarity with ITIL best practices (Incident, Problem, Change Management) and experience integrating these processes into day-to-day support operations. * On-Call Availability: Flexibility to be part of an on-call rotation for after-hours (and occasional weekend) support when required. * Escalation Handling: Proven experience creating, escalating, and managing support cases with Microsoft to drive complex issues to resolution. * Dynamics 365 Customer Engagement (Sales, Customer Service, Field Service) administration experience (must have). * Hands-on experience with Power BI / Power Automate / Power Apps / Copilot for Dynamics 365 (must have). * Experience with engaging Microsoft Support, GDAP, Partner Center and the Power Platform admin center. * Experience troubleshooting Dataverse security role and record access issues (must have). * Experience with Power Platform solution management and ALM (managed/unmanaged solutions). * Experience configuring and managing Dynamics 365 environment lifecycle operations (provisioning, copies, backups and restores). * Experience configuring and troubleshooting Dynamics 365 model-driven apps and Dataverse (must have). * Experience working with Dynamics 365 Finance & Operations or Business Central in an enterprise IT environment. * Experience troubleshooting Dynamics 365 integrations (Exchange/Outlook, SharePoint, Teams, and third-party systems). * Strong, hands-on experience with the broader Microsoft cloud ecosystem and products. * Knowledge or desire to develop skills and knowledge related to Cloud platforms, such as Azure, AWS or Google Cloud Platform. * 5+ years' experience supporting clients (Internal or external) via phone, email, or desk side. * Experience with SQL and SSRS reporting. * Experience with Active Directory / Entra ID. * Experience with PowerShell. * Experience working within a 24x7 technical support environment., * Dynamics 365 certifications such as AB-210or MB-800 (or actively pursuing). * Power Platform certifications such as PL-900, PL-400 or AB-410. * Experience using PowerShellfor Dynamics 365 and Power Platform automation. * Familiarity with Dataverseand dual-write integration patterns. * Understanding of ITILand ITSM frameworks., Candidates for this role must demonstrate strong, practical, hands-on experience working within the Microsoft Dynamics 365 ecosystem. This includes the ability to support, troubleshoot, and administer Dynamics 365 applications and Power Platform resources in a production environment and understand underlying architecture fundamentals, dependencies, and operational best practices. Engineers should be capable of analyzing issues end-to-end across the Dynamics 365 application suite, including: customization, integration, security, and data layers. ## Description Provide Tier 3 support for Microsoft Dynamics 365 and Power Platform: troubleshoot complex incidents, perform RCA, manage Microsoft escalations, maintain Dataverse and environment lifecycle, support integrations, document resolutions, and mentor lower tiers while following ITIL-aligned processes., We are seeking a Tier 3 Microsoft Dynamics 365 Support Engineer to join our Day 2 Operations team. This role focuses primarily on providing advanced-level technical support for Microsoft Dynamics 365 and Power Platform services, including incident resolution, service requests, and escalations. You will collaborate with Tier 1 and Tier 2 engineers, and vendor support teams to ensure efficient issue resolution and exceptional service delivery., * Troubleshoot, support and resolve complex incidents across Dynamics 365 environments working independently as the final escalation point for customer incidents. * Support Dynamics 365 security & access configurations, including security roles, business units, teams, field-level security, and Entra ID authentication troubleshooting. * Lead end-to-end incident resolution efforts, including performing thorough RCA on major issues and implementing/documenting effective solutions and outcomes. * Create and manage support cases through Microsoft Support as needed, ensuring proper escalation of issues and driving them to timely resolution. Service Requests & Operational Tasks * Assist with the technical implementation and troubleshooting of Power Apps, Power Automate flows, Dataverse configurations, and Dynamics 365 integrations based on client requirements and needs. * Assist in maintaining the health of client Dynamics 365 and Dataverse environments on an on-going basis, including storage capacity, solution management, and release wave readiness. * Provide guidance and mentorship where needed. * Document troubleshooting steps, environment details, and resolutions in the ticketing system. Workflow & Team Responsibilities * Manage ticket queues, triage incoming work, and distribute tickets to maintain balanced workload distribution. * Conduct daily ticket quality reviews to ensure correct categorization, compliance, and SLA adherence. * Assist with P1 case handling by gathering technical details, executing action items, and providing timely updates. * Open and manage Microsoft support tickets with accurate tracking and communication. * Collaborate with Tier 1 and 2 engineers for knowledge transfer and escalations. Customer Engagement * Communicate clearly and professionally with customers to gather details, deliver updates, and guide them through troubleshooting. * Ensure timely, customer focused interactions that uphold service excellence. * Assist during the onboarding of clients with the configuration and setup of relevant systems, processes and policies to ensure that critical information is gathered. Process & ITIL Compliance * Follow ITIL aligned incident, problem, and change management processes. * Contribute documentation, knowledge base updates, and operational improvements. * Participate in peer training, skill development, and team growth activities. * Responsible for resolving tickets, updating knowledge articles, problem management bringing tickets to full resolution. * Document, implement and test changes in accordance with Change Management procedures. * Escalate potential problems and client support issues to management or third-party vendors as per SLA contract. * Maintain and improve technical documentation associated with supported client environments., Provide Tier 3 technical support for Dynamics 365 and Power Platform: troubleshoot complex incidents, perform root cause analysis, manage Microsoft escalations, maintain Dataverse and environment lifecycle, support integrations and security, document resolutions, and mentor Tier 1/2 engineers while following ITIL processes and participating in on-call rotation. Top Skills: Active DirectoryAlmAWSAzureBusiness CentralCopilot For Dynamics 365DataverseDynamics 365 Customer EngagementDynamics 365 Finance & OperationsEntra IdExchangeGdapGoogle Cloud PlatformMicrosoft Dynamics 365OutlookPartner CenterPower AppsPower AutomatePower BIPower PlatformPower Platform Admin CenterPowershellSharepointSQLSsrsTeams Liberty Mutual Insurance ## Related Videos - [Beyond Dashboards: Fixing Text-to-SQL with Semantic RAG](https://www.wearedevelopers.com/videos/2036-beyond-dashboards-fixing-text-to-sql-with-semantic-rag) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [Why Your AI Agent Keeps Hallucinating Your Data: Building Deterministic Context Layers](https://www.wearedevelopers.com/videos/2055-why-your-ai-agent-keeps-hallucinating-your-data-building-deterministic-context-layers) - [Remote Driving on Plant Grounds with State-of-the-Art Cloud Technologies](https://www.wearedevelopers.com/videos/251-remote-driving-on-plant-grounds-with-state-of-the-art-cloud-technologies) - [How to govern Vibe Coding for the Enterprise](https://www.wearedevelopers.com/videos/100290-how-to-govern-vibe-coding-for-the-enterprise) - [REST, GraphQL, gRPC, and more: A comparison of modern API styles](https://www.wearedevelopers.com/videos/100247-rest-graphql-grpc-and-more-a-comparison-of-modern-api-styles) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs) - [The 12 Best Jobs for Software Engineers](https://www.wearedevelopers.com/magazine/401-the-12-best-jobs-for-software-engineers) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers)