Microsoft Dynamics Support Engineer

About This Role

About Dynamics Solutions Center

The Dynamics Solution Center (DSC) is BlackRock’s centralized team responsible for the end-to-end management of the Microsoft Dynamics CRM platform across the enterprise. Our team’s mission is to empower client-facing teams with capabilities that accelerate commercial outcomes and evolve the platform in step with user and client needs while providing a reliable and effective service in supporting the use of the MS Dynamics platform. We are focused on evolving, developing, and implementing MS Dynamics features through effective product strategy and platform engineering of the application as well as global user support for our 5,000+ user base.

Role Overview

We are looking for a Microsoft Dynamics Support Engineer to provide advanced functional and technical support for Microsoft Dynamics CRM applications across BlackRock’s Sales and Service teams and their partner organizations. This role sits within the Dynamics Solution Center and is focused on stabilizing, supporting, and continuously improving the Dynamics platform through expert issue resolution, root cause analysis, configuration support, and close partnership with Product and Engineering teams. The ideal candidate is a strong problem-solver who thrives in a production support environment, has hands-on experience with Dynamics 365 and the Power Platform, and enjoys working at the intersection of technology and business users.

Role Responsibilities

Advanced User Support & Incident Management

• Act as Level 2 escalation support for Dynamics 365 incidents, service requests, and defects that cannot be resolved by Level 1 support.
• Provide technical support to end-users and resolve issues related to Dynamics 365.
• Diagnose and resolve complex functional and technical issues across Dynamics 365 Sales and Customer Service, including system errors and performance bottlenecks.
• Perform detailed root cause analysis, identify recurring issues, and recommend and implement corrective and preventive actions.
• Partner with Level 1 support to improve knowledge articles, runbooks, and triage processes.

Platform Configuration & Functional Support

• Support and maintain Dynamics configurations including entities, forms, views, dashboards, workflows, and business rules.
• Implement small enhancements, configuration changes, and fixes in alignment with product standards and governance.
• Validate changes through testing and support controlled releases to production.

Integration & Data Support

• Support integrations between Dynamics 365 and enterprise platforms (e.g., SharePoint, Power BI, Azure, Aladdin-related platforms).
• Investigate and resolve data quality, synchronization, and migration issues, working closely with the Data & Governance team and the Data Engineering team.
• Partner with Engineering teams when issues require deeper platform or code-level intervention.

Collaboration with Product & Engineering

• Serve as a key liaison between business users, Product Managers, and Engineering teams.
• Provide operational insights and feedback from support trends to inform backlog prioritization and platform improvements.
• Support testing, validation, and post-release monitoring for new features and enhancements.
• Collaborate closely with Microsoft Unified Support and Architect as needed to implement fixes.

Documentation & Continuous Improvement

• Create and maintain support documentation, troubleshooting guides, and known-issue logs.
• Contribute to process improvements that enhance support efficiency, stability, and user experience.
• Help mature support operations through improved tooling, metrics, and knowledge management.

Experience

• 3+ years of experience in a technical support, application support, or support engineering role.
• Hands-on experience supporting Microsoft Dynamics 365 and/or the Power Platform in a production environment.
• Strong knowledge of Dynamics 365 Sales and Customer Service applications.
• Experience with Power Automate, Power Apps, and configuration/customization in Dynamics.
• Working knowledge of integrations and enterprise data flows; ability to troubleshoot issues across systems.
• Basic understanding of JavaScript, C#, or .NET is a plus, but not required (used primarily for diagnostics and collaboration with engineering).
• Excellent written and verbal communication skills, with the ability to support and influence non-technical users at varying levels of seniority.
• Strong problem-solving mindset, positive attitude, attention to detail, and resilience in a fast-paced support environment.
• Proven ability to work effectively within cross-functional global teams.

Key skills/competency

• Microsoft Dynamics 365 Support
• Power Platform Expertise
• Incident Management
• Root Cause Analysis
• Platform Configuration
• Integration Support
• Data Quality Management
• Collaboration
• Technical Support
• Problem-Solving