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 integral 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.

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