Lead Support Engineer-MS Dynamics CRM

About the Role:

We are seeking an experienced and motivated Lead Support Engineer with a strong background in MS Dynamics CRM, specifically within Sales and Customer Service modules. The ideal candidate will have extensive hands-on experience with Power Apps, Power Automate, and key CRM customization tools such as XRM Toolbox, Fetch XML Builder, and Sitemap Editor. This role demands a proactive leader who can drive technical support excellence, mentor junior engineers, and work closely with cross-functional teams to resolve complex customer issues.

Key Responsibilities:

• Lead and manage the technical support team focused on MS Dynamics CRM Sales and Customer Service modules.
  
• Provide expert-level troubleshooting and resolution of CRM issues, ensuring minimal downtime and maximum customer satisfaction.
  
• Customize and extend Dynamics CRM solutions using Power Apps and Power Automate to enhance business processes.
  
• Utilize advanced tools such as XRM Toolbox, Fetch XML Builder, and Sitemap Editor to configure, optimize, and maintain CRM environments.
  
• Collaborate with developers, product managers, and other stakeholders to implement new features and improvements.
  
• Create and maintain comprehensive documentation for support processes, best practices, and system configurations.
  
• Mentor and train junior support engineers to build a high-performing support team.
  
• Proactively identify potential system issues and suggest preventive measures or enhancements.
  
• Participate in customer calls and provide clear communication on issue status and resolution plans.
  

Required Qualifications:

• 6+ years of experience in MS Dynamics CRM with strong knowledge of Sales and Customer Service modules.
  
• Proven expertise in Power Apps and Power Automate development and administration.
  
• Hands-on experience with XRM Toolbox, Fetch XML Builder, Sitemap Editor, and other CRM customization tools.
  
• Strong problem-solving skills with the ability to analyze and troubleshoot complex CRM issues.
  
• Excellent communication and leadership skills with the ability to manage and motivate a support team.
  
• Experience working in Agile or similar collaborative environments is a plus.
  
• Bachelors degree in Computer Science, Information Technology, or related field preferred.

indradevi.manikandan@msc.com