Senior Microsoft 365 Copilot Support Engineer

LTM; Brasil; On-site; BRL 260,000 - 420,000; Full time

Job summary

LTM is seeking a Senior Microsoft Copilot Support Engineer to provide advanced support across Microsoft 365 Copilot components for a large global organization. The role requires strong Microsoft 365 administration and troubleshooting experience, with emphasis on solving complex issues and collaborating with Microsoft support teams.

You will act as escalation point, handle licensing, access, RBAC, and integrations with Confluence, Jira, Google Drive, and ServiceNow, while mentoring junior

Qualifications

• 8+ years of Microsoft 365 administration and support experience.
• Experience with Copilot products and AI-powered tools.
• Strong troubleshooting, collaboration with Microsoft support, and ability to document work.

Responsibilities

• Act as the L2/L3 escalation point for Copilot issues.
• Troubleshoot Copilot Studio Agents, including publishing, authentication, and ownership changes.
• Resolve licensing, access, RBAC, and Copilot Credits issues.
• Support Copilot connectors and integrations with Confluence, Jira, Google Drive, and ServiceNow.
• Manage incidents and escalations with Microsoft through resolution and RCA.
• Configure and support Google Gemini Enterprise connectors and user access.
• Manage ServiceNow incidents and requests, ensuring SLA compliance.
• Automate access and reporting using Power Automate, Microsoft Graph, and PowerShell.
• Create and maintain SOPs, runbooks, knowledge articles, and mentor junior engineers.

Skills

Microsoft 365 administration

Troubleshooting

Escalation management

Documentation

Communication

Tools

ServiceNow ITSM

Power Automate

Microsoft Graph

PowerShell

Confluence

Jira

Google Drive

Job description

We are looking for a Senior Microsoft Copilot Support Engineer to join our team and provide advanced support across Microsoft 365 Copilot, Copilot Chat, Copilot Studio, and Copilot Agents for a large global organization. This role is ideal for someone with strong Microsoft 365 administration and troubleshooting experience who enjoys solving complex issues, working with AI-powered tools, and collaborating directly with Microsoft support teams.

Experience: 8+ years

What you'll do?

• Act as the L2/L3 escalation point for Microsoft 365 Copilot, Copilot Chat, Copilot Studio, and Copilot Agent issues.
• Troubleshoot Copilot Studio Agents, including publishing, authentication, approvals, knowledge sources, environments, and ownership changes.
• Resolve licensing, access, RBAC, and Copilot Credits issues.
• Support Copilot connectors and integrations with platforms such as Confluence, Jira, Google Drive, and ServiceNow.
• Manage complex support cases and escalations with Microsoft through resolution and RCA.
• Configure and support Google Gemini Enterprise connectors and user access.
• Manage incidents and service requests through ServiceNow, ensuring SLA compliance.
• Automate access and reporting using Power Automate, Microsoft Graph, and PowerShell.
• Create and maintain SOPs, runbooks, and knowledge articles while supporting junior engineers.

What we're looking for?

• 8+ years of Microsoft 365 administration/support experience, including Entra ID, Exchange Online, SharePoint, OneDrive, and Teams.
• 2+ years of hands-on experience with Microsoft 365 Copilot and Copilot Studio.
• Strong understanding of Copilot Agents, connectors, plugins/MCP, OAuth, and API permissions.
• Experience with group-based licensing, RBAC, and Microsoft 365 admin roles.
• Hands-on knowledge of Power Automate, Microsoft Graph, and PowerShell.
• Working knowledge of Google Gemini Enterprise connectors.
• Experience with ServiceNow ITSM and Microsoft support escalations.
• Strong troubleshooting, communication, and documentation skills.

Nice to have

• Exposure to Claude / Claude Enterprise / Claude Code.
• Power Platform administration, DLP, or Microsoft Purview experience.
• Certifications such as MS-102, SC-300, or PL-200.