Job Description & Details
This is a heavy-duty enterprise support and escalation role where you'll be the primary incident owner for a massive 220,000-user Microsoft 365 Copilot deployment. You'll spend your days figuring out whether unexpected AI behavior stems from tenant configuration drift, a recent Microsoft update, or an actual product bug. If you like living at the bleeding edge of enterprise SaaS and untangling complex permission and grounding issues, this gig gives you immense ownership without requiring you to write production application code.
What You'll Actually Be Doing
Expect to spend a solid chunk of your day diving into user-reported escalations, checking admin settings, and trying to replicate bizarre Copilot outputs in a controlled environment. When something breaks or behaves unpredictably across the tenant, you'll be the one gathering the exact logs, screenshots, and reproduction steps needed to escalate the ticket directly to Microsoft. You'll also lead troubleshooting calls with internal stakeholders and operations teams, keeping everyone aligned while navigating rapid, weekly feature releases that constantly shift how the platform operates.
The Core Tech Stack
You need deep, hands-on familiarity with Microsoft 365 Copilot administration, tenant-level security settings, and the broader M365 compliance and identity ecosystem. Because Copilot draws heavily on organizational data permissions, a strong grasp of data governance, grounding mechanisms, and tenant configurations is non-negotiable. You'll also be expected to lean heavily on Microsoft message center communications and technical documentation to quickly separate expected platform updates from genuine security anomalies or bugs.
Interview Expectations
The hiring managers are going to test your deep working knowledge of how Copilot interacts with SharePoint, Exchange, and Azure AD permissions. They will likely ask you to walk through a scenario where a user claims Copilot exposed data they shouldn't have access to, wanting to hear how you investigate security boundaries, tenant configurations, and prompt grounding. They're also looking for strong incident management instincts, so expect behavioral questions focused on how you handle high-pressure escalations with enterprise SaaS vendors.
Application Advice
When updating your resume for this role, make sure to prominently feature keywords like "Microsoft 365 Copilot administration", "tenant configuration", "enterprise SaaS support", and "technical escalation management". Don't just list the technologies you've used; emphasize your experience in reproducing complex bugs, managing vendor support tickets, and navigating enterprise compliance or security boundaries to ensure your resume sails past the automated ATS filters.