Senior M365 Copilot Support Engineer – Enterprise Onsite

Apex Systems

Addison (TX)

On-site

USD 90,000 - 96,000

Full time

5 days ago

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Benefits offered by this job

Benefits package

401K with company match

Employee stock purchase program (ESPP)

Job summary

Apex Systems is seeking a senior M365 Copilot Support Engineer for an onsite role in Addison, TX, to lead production issue investigations and escalations in a large enterprise deployment. You will reproduce issues, validate behavior, and manage support cases with enterprise SaaS providers.

The role requires a strong background in Copilot administration, documentation, and collaboration with engineering and operations teams.

Qualifications

Bachelor degree in Computer Science, Information Technology, or a related technical field, or equivalent practical enterprise experience.
5+ years of experience supporting or engineering Microsoft 365 Copilot in a high-volume enterprise environment.
Hands-on experience with Microsoft 365 Copilot administration, configuration, feature controls, and tenant-level settings.
Strong technical documentation skills for drafting issue summaries, reproduction steps, and resolution instructions.

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 is expected functionality, 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 capabilities enabled, disabled, or configured differently.
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 cases toward resolution.
Assess potential security control bypasses and distinguish genuine exposure from expected behavior.