Role - Senior Microsoft Copilot Support Engineer
Experience 8 years
Location: Any LATAM country.
About the Role We are looking for a Senior Microsoft Copilot Support Engineer to resolve issues across Microsoft 365 Copilot Copilot Chat and Copilot Studio agents for a large integral media and entertainment organization The role owns L2L3 troubleshooting Copilot administration and Microsoft escalations with working knowledge of Google Gemini Enterprise connectors
Key Responsibilities Act as the L2L3 escalation point for Microsoft 365 Copilot Copilot Chat Copilot Studio and Copilot agent issues with full ownership through resolution and RCA
Troubleshoot Copilot Studio agents publishing and approval failures authentication actions knowledge sources environments and ownership changes
Resolve Copilot licensing access and Copilot Credits issues using groupbased licensing and security groups
Troubleshoot Copilot connectors and integrations eg Confluence Jira Google Drive ServiceNow including identity mapping permissions and indexing
Raise and manage Microsoft support cases end to end with complete diagnostic data
Configure and support Google Gemini Enterprise connectors and user access
Manage incidents and requests in ServiceNow within SLA with clear work notes




Automate access and reporting with Power Automate Microsoft Graph and PowerShell
Maintain SOPs runbooks and knowledge articles mentor junior engineers
Required Skills 8 years of Microsoft 365 administration and support Entra ID Exchange Online SharePoint OneDrive Teams
2 years of handson Microsoft 365 Copilot and Copilot Studio administration and troubleshooting
Strong knowledge of Copilot agents connectors pluginsMCP OAuth and API permissions
Groupbased licensing RBAC and admin roles
Power Automate Microsoft Graph and PowerShell
Working knowledge of Google Gemini Enterprise connector configuration
ServiceNow ITSM and experience escalating to Microsoft support
Strong troubleshooting communication and documentation skills
Good to Have Exposure to Claude Claude Enterprise Claude Code administration or connectors
Power Platform administration environments DLP and Microsoft Purview
Certifications MS102 SC300 PL200
Key Skills Microsoft 365 Copilot Copilot Studio Copilot Agents Copilot Connectors Microsoft 365 Administration Entra ID Power Automate PowerShell Microsoft Graph ServiceNow Gemini Enterprise Claude Good to have

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📌 Senior Microsoft Copilot Support Engineer (Veracruz)
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