Binary Stream Software - ERP Solutions

Customer Support

• Lead and oversee the Customer Support team, ensuring timely, high‑quality resolution of customer issues across implementation and ongoing product use.
• Own day‑to‑day support operations, including ticket intake, prioritization, and resolution, ensuring accurate documentation and status tracking.
• Manage team scheduling and workload distribution to meet service levels and customer commitments.
• Identify, manage, and escalate risks or issues that may impact customer satisfaction or team performance.
• Act as the primary liaison between Customer Support and Development, ensuring clear communication of issues, requirements, and customer impact.
• Lead customer escalations by contributing to technical analysis and recommended paths to resolution.
• Coach and develop team members through regular feedback, objective setting, and performance reviews.
• Deliver hands‑on support for priority customers when needed, including product setup or configuration support.

Customer Support Lead

Full-stack Engineer

• Design, develop, and maintain solutions in Dynamics 365 Business Central / NAV
• Build and customize extensions using the AL programming language
• Take end-to-end ownership of features—from requirement analysis to deployment
• Develop and enhance ERP functionalities based on business requirements
• Build integrations with third-party systems using APIs, web services, and .NET
• Write clean, efficient, and high-quality code
• Perform code reviews and ensure adherence to development standards
• Optimize performance and troubleshoot complex technical issues
• Conduct unit testing and support system/integration testing
• Investigate, analyze, and resolve production issues
• Provide ongoing support and enhancements post-deployment
• Work closely with functional consultants, QA, and product teams
• Participate in agile ceremonies (sprint planning, stand-ups, retrospectives)
• Contribute to technical documentation and knowledge sharing

Customer Support Lead

Software Developer – Dynamics 365 Business Central