M365 Copilot Support Engineer

Job#: 3056733 Job Description: Microsoft 365 Copilot Support Engineer Location: Charlotte, NC (Must be able to work onsite 3 days per week.) Length: 12+ month Assignment Pay Range: $65 - $70/hour W2 Role Overview This organization is seeking a senior-level Microsoft 365 Copilot engineer to support a large enterprise deployment serving approximately 220,000 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 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 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 to engineering, 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 focused on feature delivery. Required Qualifications Education: Bachelor degree in Computer Science, Information Technology, or a related technical field, or equivalent practical enterprise experience. Experience: Proven experience supporting or engineering Microsoft 365 Copilot in a high-volume, 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. Preferred Qualifications • Experience supporting Microsoft 365 Copilot in a large, regulated enterprise environment. • Experience investigating AI-related security, data protection, permissions, grounding, or control concerns. • Familiarity with Microsoft 365 administration, governance, security, compliance, or identity controls that affect Copilot behavior. • Experience supporting rapidly changing SaaS products with frequent feature releases. • Familiarity with Copilot Studio or Power Platform. Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico. Everforth Apex uses a virtual recruiter as part of the application process. Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide.