Senior M365 Copilot Support Engineer - Enterprise Lead

Apex Systems; Charlotte (NC); On-site; USD 96,000 - 136,000; Full time

Job summary

Everforth Apex in Charlotte, NC seeks a Senior Microsoft 365 Copilot Support Engineer to own production issue investigations and escalations for a large enterprise deployment serving ~220,000 users. You will reproduce issues, document steps, and coordinate with engineering, operations, and support teams.

The role requires bachelor-level technical education and proven experience with Microsoft 365 Copilot in a high-volume setting, including risk assessment of security and feature changes.

Qualifications

• Bachelor degree in Computer Science, Information Technology, or related technical field, or equivalent practical enterprise experience.
• Proven experience supporting or engineering Microsoft 365 Copilot in a high-volume enterprise environment.
• Experience investigating and reproducing production issues and managing enterprise SaaS support cases.

Responsibilities

• Serve as the primary technical owner for Microsoft 365 Copilot production issues and escalations.
• Investigate user-reported problems and determine whether behavior is expected or a defect.
• Reproduce issues in a controlled environment and document exact steps.
• Validate Copilot behavior against docs, release notes, and product updates.
• Open and manage technical support cases with enterprise SaaS providers.
• Lead technical troubleshooting calls with engineers and operations teams.
• Provide logs, screenshots, and configuration details for case resolution.

Skills

Copilot administration

Escalation management

Technical troubleshooting

Technical documentation

Education

Bachelor degree in Computer Science or related field

Tools

Microsoft 365 Copilot

Job description

Everforth Apex in Charlotte, NC seeks a Senior Microsoft 365 Copilot Support Engineer to own production issue investigations and escalations for a large enterprise deployment serving ~220,000 users. You will reproduce issues, document steps, and coordinate with engineering, operations, and support teams.

The role requires bachelor-level technical education and proven experience with Microsoft 365 Copilot in a high-volume setting, including risk assessment of security and feature changes.