.
**Sonata Software Overview**Sonata is a global technology company specializing in platform-based digital transformation, supporting businesses to become connected, open, intelligent and scalable.
Sonata's Platformation methodology brings together industry expertise, platform technology excellence, design innovation and strategic engagement models to deliver sustained value to customers.
A trusted partner of world leaders in the retail, manufacturing, distribution, travel, services and software industries, Sonata's software portfolio includes the Brick & Click Retail Platform©, Modern Distribution Platform©, Rezopia Digital Travel Platform©, Kartopia E-commerce Platform©, Halosys enterprise development automation Platform©, CTRM Commodity Trading and Risk Management Platform© and KODO - AI Powered Customer Experience (CX) Platform.
Sonata's Platformation approach ensures services built on Microsoft Dynamics 365, Microsoft Azure, AWS, Cloud Engineering and Managed Services deliver on the Platformation promise.
As world leaders in digital technologies including IoT, Artificial Intelligence, Machine Learning, Robotic Process Automation, Chatbots, Block Chain and Cyber Security, Sonata's people and systems are nurtured to deliver on our commitment to excellence in business technology solutions.
**Role**:D365 Support Engineer - Functional CE****Location: Remote within Mexico****Type of Hire: Full Time****This opportunity is not available for visa sponsorship.
****DYNAMICS** 365** - SUPPORT ENGINEER -**D365 Functional-Customer Engagement (CE)****Overview**As a Product Support Engineer you will represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service regarding technical/Product/Business complex problems in Microsoft Dynamics products and manage relationships with those customers.
**Key Responsibilities**:- Ability to take Technical/Functional leadership in one specific product or area of business processes.- Own, investigate and solve complex customer technical/functional issues and serve as a point of contact to the customer to assist in resolving cases.- Drive the communication with the customer to ensure the customer has confidence on problem resolution- Define and understand the customer issue by creating adequate reproduction scenarios.- Research, troubleshoot, develop and implement a workaround (if needed) and gain agreement from customer on problem resolving.- Act as the L2/L3 (Level-2/Level-3) support to solve the customer issue- Collaborate with cross-group peers both proactively and reactively- Produce quality documentation