The Role
The Senior Microsoft Dynamics 365 Support Engineer provides advanced support for Dynamics 365 F&O, resolving incidents, conducting root cause analysis, and optimizing performance, while mentoring mid-level engineers.
Summary Generated by Built In
AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.
At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.
We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived.
We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD.
We are seeking a highly experienced Senior Microsoft Dynamics 365 Support Engineer to join our enterprise managed services practice. This critical role focuses on providing advanced production support, incident resolution, and proactive stability improvements for global Microsoft Dynamics 365 Finance & Operations (F&O) implementations.
The successful candidate will serve as a Tier-3 escalation resource, owning complex technical investigations and delivering permanent resolutions for high-impact production incidents across large-scale, mission-critical D365 F&O environments.
Primary Responsibilities:
- Lead diagnosis and resolution of critical (P1/P2) production incidents in Dynamics 365 Finance & Operations environments
- Perform in-depth root cause analysis on complex technical issues including performance degradation, batch processing failures, integration errors, data inconsistencies, and custom extension defects
- Conduct advanced troubleshooting using X++ debugging tools, Trace Parser, SQL Server Profiler, LCS Environment Monitoring, Application Insights, and Azure diagnostics
- Develop, test, and deploy hotfixes and deployable packages to production and sandbox environments via Lifecycle Services (LCS) and Azure DevOps
- Optimize system performance through query tuning, index management, batch framework configuration, and application-level improvements
- Collaborate with Microsoft Premier Support and Customer Support Services (CSS) on escalated cases, serving as the primary technical point of contact
- Partner with functional teams, infrastructure engineers, and client IT stakeholders during major incidents and post-incident reviews
- Author detailed post-mortem reports and implement preventive measures to reduce recurrence
- Contribute to the development and maintenance of monitoring, alerting, and operational runbooks
- Provide technical guidance and mentorship to mid-level support engineers
- Participate in a structured on-call rotation with premium compensation
Required Qualifications:
- 8+ years of hands-on technical experience with Microsoft Dynamics AX and/or Dynamics 365 Finance & Operations
- Advanced proficiency in X++ development, extensions framework, event handlers, and chain-of-command
- Expert-level knowledge of D365 F&O architecture, metadata model, batch framework, data entities, and security configuration
- Strong command of SQL Server performance tuning and query optimization in Azure SQL environments
- Demonstrated experience resolving complex production incidents in large, multi-company D365 F&O deployments
- Proficiency with diagnostic tools: LCS diagnostics, Trace Parser, PerfTimer, X++ profiler, and Azure monitoring services
- Solid understanding of Azure integration services (Logic Apps, Service Bus, Functions, Data Factory)
- Experience building and deploying solutions using Azure DevOps pipelines and ALM practices
- Relevant Microsoft certifications strongly preferred (e.g., MB-500, MB-700, MB-920)
- Exceptional analytical, problem-solving, and communication skills
- Ability to remain calm and methodical under pressure during major incidents
Preferred Experience:
- Prior role within a Microsoft Partner managed services or enterprise-level support team
- Background supporting global, high-transaction-volume D365 F&O implementations
- Familiarity with ITIL practices and service management frameworks
The compensation range indicated in this posting reflects the On-Target Earnings (“OTE”) for this role, which includes a base salary and any applicable target bonus amount. This OTE range may vary based on the candidate’s relevant experience, qualifications, and geographic location.
Why AHEAD:
Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.
We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.
USA Employment Benefits include:
- Medical, Dental, and Vision Insurance
- 401(k)
- Paid company holidays
- Paid time off
- Paid parental and caregiver leave
- Plus more! See benefits https://www.aheadbenefits.com/ for additional details.
Use of AI:
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, assessing responses, or to capture recordings and create transcriptions or summaries during interviews. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans.
If you would like more information about how your data is processed, please refer to the Candidate Privacy Notice or contact us at [email protected].
You may opt-out of the review or analysis of your application and resume by AI tools by using the General Application. Please include the role you wish to apply for in the Additional Information field. You may also choose to opt-out of recording and transcription at any time, including after joining an interview. Candidates will not be penalized for choosing to opt-out.
Skills Required
- 8+ years of hands-on technical experience with Microsoft Dynamics AX and/or Dynamics 365 Finance & Operations
- Advanced proficiency in X++ development, extensions framework, event handlers, and chain-of-command
- Expert-level knowledge of D365 F&O architecture, metadata model, batch framework, data entities, and security configuration
- Strong command of SQL Server performance tuning and query optimization in Azure SQL environments
- Demonstrated experience resolving complex production incidents in large, multi-company D365 F&O deployments
- Proficiency with diagnostic tools: LCS diagnostics, Trace Parser, PerfTimer, X++ profiler, and Azure monitoring services
- Solid understanding of Azure integration services (Logic Apps, Service Bus, Functions, Data Factory)
- Experience building and deploying solutions using Azure DevOps pipelines and ALM practices
- Relevant Microsoft certifications strongly preferred (e.g., MB-500, MB-700, MB-920)
- Exceptional analytical, problem-solving, and communication skills
- Ability to remain calm and methodical under pressure during major incidents
AHEAD Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about AHEAD and has not been reviewed or approved by AHEAD.
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Retirement Support — 401(k) contributions are matched dollar-for-dollar on the first $5,000 each year, with matching made each pay period and immediate 100% vesting. This structure signals above-standard employer support for retirement savings.
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Affordable Benefits — Medical options include low employee premiums for PPO and HDHP plans, and the HDHP adds employer HSA funding plus a dollar-for-dollar HSA match up to stated amounts. Dental and vision plans list very low per-paycheck costs, helping keep overall healthcare spend manageable.
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Wellbeing & Lifestyle Benefits — No-cost telemedicine (including virtual mental health when enrolled), free Calm access for the employee and dependents, and an EAP with counseling are included. Company-paid life and disability plus voluntary protections (legal/ID, pet insurance) and other extras round out a comprehensive set of supports.
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The Company
What We Do
AHEAD builds platforms for digital business. By weaving together cloud infrastructure, intelligent operations, and modern applications, we help enterprises deliver on the promise of digital transformation.
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