Support Developer Dynamics CE - EMEA

Working as part of the Support team, reporting to the Regional Support Manager. The EMEA support team is part of the global support team that is responsible for the continued support for Annata Partners and Customers that are as Business as Usual (BAU). As a Dynamics Customer Engagement (CE) Support Developer, you will be involved in dealing with multiple customer tickets which have been assigned for development resource debugging and resolving.

Responsibilities:

• Ability to debug, isolate root cause and where required provide a fix on assigned support tickets relating to Dynamics CE and Annata A365 Solution
• Responsible for completing internal acceptance testing of fixes and solutions
• Change Request development as required, utilising development techniques
• Able to provide estimates on work
• Handle Partner and Customer ticket efficiently
• Able to follow support processes
• Applying knowledge to be able to follow documentation to replicate and progress the ticket
• Effective communication to the customer and internally with colleagues
• Ensuring all support documentation is completed in line with support processes
• Prioritisation of work in line with set targets
• Work to ensure SLAs are met in line with support agreements
• Effective escalation of support tickets where SLAs may breach

Skill and experience:

Required

• Minimum 3 to 5 years of working experience as a developer
• Proficient technical skills in programming languages (C#, JavaScript, Dataverse Web API, HTML)
• Proficient with Microsoft Dynamics solutions and ALM basics
• Experience designing and customizing Microsoft Dynamics 365 applications
• Proficient in development in Microsoft Dynamics 365
• Proficient with Azure DevOps
• Strong diagnostic and problem-solving skills
• Self-motivated and enthusiastic to diagnose and solve problems for issues reported by partners and customers
• Excellent communication skills to explain technical concepts to non-technical customers clearly and concisely, both in written and verbal communication
• Collaboration with team members and cross-functional teams to resolve complex issues and provide valuable customer feedback
• Effective time management and prioritization skills to handle multiple customer inquiries and issues efficiently

Desirable

• Microsoft Dynamics Dual Write experience is preferred
• Proficient with Microsoft Power Platform: Power Apps (Model Driven & Canvas) & Power automate
• Experience PCF custom control development
• Experience with Azure integration services (Logic apps, functions)
• Experience with Power BI
• Proficiency in using support tools, ticketing systems, and other relevant software for tracking and managing customer support requests

Education

• Bachelor's Degree in Computer Science