M365 Copilot Support Engineer

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M365 Copilot Support Engineer

• Location: Charlotte, North Carolina 28202
• Work model: On-site
• Posted Yesterday
• Job ID: JPC - 211764

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Job Description

Job Summary: M365 Copilot Support Engineer

Location: Charlotte, NC or Addison, TX (Onsite 3 days/week - No Exceptions)

Contract: 6+ Month Assignment

Compensation: Up to $70/hour W2

About the Role

Join a leading enterprise as the senior M365 Copilot Support Engineer, supporting a mission-critical deployment for over 220,000 users. Take the lead in diagnosing, resolving, and escalating complex issues, shaping the adoption and performance of Microsoft 365 Copilot in a highly visible environment. You'll act as the technical authority, working closely with operations, engineering, and support teams to ensure seamless Copilot functionality and security.

Responsibilities

• Serve as the primary technical owner for all Microsoft 365 Copilot escalations and production issues
• Investigate, reproduce, and document user-reported Copilot behavior, identifying root causes and determining if issues are configuration-related, recent updates, or product defects
• Validate system behavior against technical documentation, release notes, and message center communications
• Review, audit, and document admin settings to understand enabled, disabled, and restricted features within the tenant
• Open, manage, and drive technical support cases with Microsoft and other SaaS providers through to resolution
• Lead technical troubleshooting calls with internal teams and external stakeholders
• Gather and provide evidence, logs, screenshots, and detailed documentation to support investigations and escalations
• Analyze and evaluate potential security control bypass reports, distinguishing genuine exposures from expected product functionality
• Communicate technical findings and clear resolution steps to engineering, operations, and leadership teams
• Monitor frequent product updates, proactively assessing their impact on the enterprise environment
• Operate independently, taking ownership of investigations to allow product and engineering teams to focus on feature delivery

Required Skills and Experience

• Extensive hands-on experience administering and configuring Microsoft 365 Copilot in large enterprise settings
• Demonstrated ability to investigate, reproduce, and resolve production issues in enterprise SaaS environments
• Proficiency in using technical documentation and release communications to validate and troubleshoot system behavior
• Strong technical writing skills for drafting reproducible issue summaries and resolution instructions
• Proven experience managing support cases with Microsoft and other enterprise SaaS providers

Preferred Skills

• Experience supporting deployments of over 100,000 users
• Advanced knowledge of Copilot security controls and enterprise compliance
• Familiarity with large-scale change management and user adoption strategies

Benefits

• Opportunity to work on a high-impact, enterprise-scale project
• Collaborate with top-tier professionals in a dynamic, technology-driven environment
• Enhance your expertise in Microsoft 365 Copilot and enterprise SaaS support
• Competitive compensation for a senior-level role

How to Apply

If you're ready to take ownership in a critical support role and advance your career with cutting-edge AI-powered enterprise technology, apply today! Candidates must be able to work onsite 3 days per week in Charlotte, NC or Addison, TX. No sponsorship available.

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Job details

Job ID JPC - 211764

Location Charlotte, North Carolina, United States

Work Model On-site

Job Type Referral Fee

Posted October 23, 2026

Skills Location: Charlotte NC or Addison TX (Must be able to work onsite 3 days per week No Exceptions)Length: 6+ month Assignment Candidate Pay: Up to $70/hour W2 Ref Fee: $3/hour (Non Negotiable)Full Details:This organization is seeking a senior-level Microsoft 365 Copilot engineer t 000 users The selected professional will act as the lead investigator for production issues unexpected Copilot behavior potential security concerns and questions about newly released or modified functionality This individual will determine whether reported behavior is expected caused by configuration related to a recent update or the result of a product defect When an issue requires external involvement this person will own the technical escalation by reproducing the problem gathering evidence documenting reproduction steps and managing the support case through resolution Key Responsibilities:• Serve as the primary technical owner for Microsoft 365 Copilot production issues and escalations• Investigate user-reported problems and determine whether the reported behavior caused by configuration or a product defect• Reproduce reported issues in a controlled environment and document exact reproduction steps• Validate Copilot behavior against technical documentation message center communications and recent product updates• Review administrative settings to understand which capabilities are enabled disabled restricted or configured differently within the environment• Open and manage technical support cases when a product issue is identified• Lead technical troubleshooting calls with support engineers internal operations teams and other stakeholders• Provide evidence logs screenshots and configuration details needed to move support cases toward resolution• Evaluate reports of potential security control bypasses and distinguish genuine exposure from expected product behavior• Provide clear resolution steps and technical findings operations Leadership and support teams• Monitor frequent product updates and understand how new or modified features affect the enterprise environment• Operate independently and take ownership of investigations to allow product and engineering resources to remain focuse highly visible enterprise environment Experience investigating and reproducing production issues as well as opening and managing technical support cases with enterprise SaaS providers is required Technical Skills: Hands-on experience with Microsoft 365 Copilot administration Configuration feature controls and tenant-level settings Proficient in using technical documentation and release communications to validate system behavior Strong technical documentation skills for drafting issue summaries reproduction steps and resolution instructions are necessary

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