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 adecuado 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.

Location: Mexico (Remote)

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.

Key Technologies

Microsoft 365 Copilot | Copilot Studio | Copilot Agents | Entra ID | Power Automate | PowerShell | Microsoft Graph | ServiceNow | Gemini Enterprise

What we offer:

- Full-time contract and WFH environment
- Law benefits since day-1
- Food vouchers
- Life and medical insurance
- Home office allowance
- Career opportunities

📌 Senior Microsoft Copilot Support Engineer (México)
🏢 Ltm
📍 México