Description

Job Description

Role: D365 Customer Engagement/Escalation Engineer

Work Location: Calgary, Alberta

Duration: Fulltime Opportunity

 

Client is seeking a D365 Customer Engagement/Escalation Engineer. This position will interface with key stakeholders and apply technical proficiency across different stages of the Software Development Life Cycle including Requirements Elicitation, Application Architecture definition and Design; play an important role in creating the high level design artifacts; deliver high quality code deliverables for a module, lead validation for all types of testing and support activities related to implementation, transition and warranty. This is an opportunity to be part of a learning culture, where teamwork and collaboration are encouraged, excellence is rewarded, and diversity is respected and valued.

Required Qualifications :

·         Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.

·         At least 7 years of Information Technology experience.

Preferred Qualification :

·         3-4 years of Technical Escalation Support experience (in a Tier 2/3 environment) including experience in a customer-facing or customer technical support role 

·         Customer Engagement experience with Dynamics 365 or a competitive cloud product 

·         D365CE architecture including deployment processes and telemetry 

·         SQL development knowledge with deep query and schema knowledge 

·         Deep D365CE SDK knowledge (writing and troubleshooting) 

·         Demonstrated Azure stack technology (IaaS, Microservice Apps, SQL Azure) 

·         Familiarity with development: tools, language, process, methods, troubleshooting 

·         Memory dump tooling and analysis  

·         Development/Coding 

·         Experience with Visual Studio development languages, PowerShell, CLI, git 

·         Service engineering and/or DevOps experience at internet scale involving user data and/or software development for an enterprise level product 

·         Network troubleshooting and tool usage (Fiddler, Wireshark, Netmon, etc.) 

·         Leadership - handle technically challenging and politically hot customer situations 

·         Excellent spoken and written English communication skills 

·         Superior problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems and develop solutions 

·         Ability to work collaboratively with the Engineering teams to drive architectural changes throughout the environments to improve stability of each environment 

·         Outstanding partnering capabilities 

·         Ability to drive product/service improvements in core technical focus area 

·         Logical and Critical thinking, and demonstrated success in dealing with ambiguity and problem definition under continual deadline constraints 

·         Passion for technology and customer support 

·         Ability to partner within virtual teams towards executing on multiple technical initiatives simultaneously

Key Skills
Education

Any Graduate

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