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Escalation Engineer - Dynamics GP

Binary Stream

Binary Stream

Burnaby, BC, Canada
Posted on Wednesday, August 2, 2023

We are proud to have been awarded as one of BC’s Top Employers for 2023 and Canada's Top Small & Medium Employers for 2023.

Since becoming SaaS based, Binary Stream has more than tripled in size through sustainable growth and now has employees in India, Europe, United States and all over Canada with our Head Office in Burnaby, British Columbia. With our recent growth, we’re still small enough that people can make a big impact here and really see the results of their efforts on a regular basis. Having a great culture based on our values of Team, Innovation, and Growth, we work together and win as a team by collaborating and supporting each other to achieve individual, team based and company wide goals.

Binary Stream Software was founded just over 20 years ago by our CEO who is passionate about people, culture, and products. Binary Stream is an award-winning, Microsoft Gold certified partner that develops enterprise-grade software to enhance Microsoft Dynamics 365. We are a diverse and inclusive team who care about each other and work collaboratively to produce high quality software solutions.

We are excited to grow our team with a full-time Escalation Engineer. As a part of the Customer Support Team, you will work alongside 7 Support Analysts, led by the Customer Support Lead. As a member of the team, you will get the opportunity to work flexible hours, with a diverse team and cutting-edge technology. As an Escalation Engineer, you can expect to be tackling new challenges every day with a wide range of issues/bugs that come up. Acting as an intermediary between our Support and Development functions to prevent support issues from disturbing scheduled software production for our Dynamics Great Plains products. You have a unique combination of advanced technical and communication skills being able to effectively manage complex customer and partner relationships. Building meaningful relationships with the clients, you have the ability to directly impact Binary Stream’s bottom line.

A typical day as an Escalation Engineer:

  • Use trace analysis, debugging skills, source code, and diagnostic tools, to analyze problems and solve customer issues; this involves writing code.
  • Evaluate alternative solutions to software defects before involving Development.
  • Obtain and record all information needed to diagnose, troubleshoot, and resolve each issue.
  • Maintain oversight over the status of open escalated issues, ensuring that an appropriate level of communication is maintained with affected customers.
  • Provide professional services to customers such as writing ad-hoc queries and reports.
  • Liaise with representatives of other ISV companies to jointly troubleshoot issues involving multiple ISV products.
  • Provide guidance, coaching, support and vacation relief to Support Analysts.
  • Take the lead role on the technical analysis and recommendation in response to customer escalations.

    Qualifications:

    • 3+ years of experience developing and supporting products for Great Plains.
    • 3+ years of experience with programming and debugging in Dexterity.
    • Experience with Microsoft's database technologies, including SQL Server, SQL Server Management Studio, and SQL Server Profiler, as well as a strong background in creating SQL queries.
    • Experience with developing reports with the use of programs like SQL Server Reporting Services and writing stored procedures using Microsoft's Transact-SQL.
    • Strong problem solving, time management, and negotiation skills.
    • Strong written and verbal communication skills.

    What makes Binary Stream a great place to work?

    • Pay and benefits matter
    • Wellness and work life balance is prioritized
    • We work to support your growth
    • Hybrid work environment
    • Our CEO leads by example and truly cares about employees
    • Culture of respect, integrity, continuous improvement, and transparency
    • Monthly team outings which have recently included: our company picnic, we chartered a yacht, went to a lacrosse game, and like to stay active by hiking, playing disk golf and ultimate frisbee to name a few!

    Who are we as individuals?

    • We are driven and passionate to succeed
    • We are team players
    • We are hungry and humble to learn and improve
    • We have high integrity and accountability
    • We are resilient, data and value driven
    • We are openminded and collaborative

    Ready to join our global growth journey and propel your career forward? Apply now.

    Binary Stream Software Inc. is an equal opportunity employer and as such, we are committed to diversity and inclusion in the workplace. All qualified applicants receive consideration for employment without regard to age, race, color, sex, sexual orientation, national origin, disability, religion, or any other protected characteristic as outlined by law.