Role Overview

We’re seeking a Senior Support Engineer to own day-to-day stability, upgrades,
and access operations for Microsoft Copilot for Microsoft 365 and the Power
Platform (Power Apps, Power Automate, Power Pages, Power BI, Dataverse).
You’ll triage incidents, drive root-cause analysis, manage environment and release
processes, enforce DLP/governance, and enable/disable features and connectors in
alignment with security and compliance policies. This role partners closely with
Security, M365/Entra ID admins, Platform Engineering, and Citizen Developer
communities.

Key Responsibilities

Incident & Problem Management

Serve as L2/L3 for Copilot & Power Platform incidents (availability, flow failures, app errors, policy blocks, licensing/access issues).
Own MTTA/MTTR: triage, impact assessment, comms, workarounds, and RCA with corrective/preventive actions.
Monitor service health/message center advisories; proactively mitigate user impact.

Change, Release & Upgrades

Plan and execute platform updates (release waves, solution upgrades, connector/API version changes, deprecations) through sandbox → UAT →production.
Manage ALM (managed solutions, connection references, environment variables); coordinate freezes, change windows, and rollback plans.
Validate compatibility for Copilot features, plug-ins, extensions, and custom connectors before enablement.

Access & Governance

Provision and revoke access using Entra ID groups, PIM, and Power Platform Admin Center roles (Environment Maker, System Admin), Dataverse security roles, and Power BI workspace roles.
Create and enforce policies, connector exemptions, conditional access, and sensitivity labeling; document approvals and break-glass procedures.
Maintain least-privilege RBAC and audit trails aligned to compliance requirements.

Platform Operations & Reliability

Own telemetry/observability (Power Platform Admin Center analytics, Log
Create runbooks and SOPs; automate recurring fixes (e.g., flow restart, orphaned connections, capacity cleanup).
Capacity & quota management (Dataverse, API limits, Power Platform request limits, Power BI capacity).

Copilot Enablement

Configure/enable/disable Copilot for Microsoft 365 features and relevant policies; coordinate with Security and Compliance for data scope.
Support Copilot Studio (bot lifecycle), plugins/graph/connector configurations, safe rollout, and guardrails.
Partner with product owners to measure adoption and user satisfaction; drive enhancements.

Security & Compliance

Work with Security on data residency, retention, eDiscovery, auditing, and incident response.
Remediate DLP violations and shadow-IT connectors; manage exception workflows.
Participate in risk reviews and periodic access recertifications.

Customer & Community Support

Provide advanced support to makers and business teams; coach on best practices and performance.
Curate knowledge base, FAQs, and self-service diagnostics; run office hours.

Required Qualifications

6–10+ years in enterprise platform support or SRE/operations; 3+ years hands- on with Power Platform and M365 administration.
Expert in Power Platform Admin Center, Dataverse, ALM/solutions, policies, and environment strategy.
Strong Entra ID (Azure AD) and RBAC knowledge; experience with Conditional Access and PIM.
Proven incident/problem/change management (ITIL) with ownership of P1/P2s, RCAs, and preventive actions.
Proficient with ServiceNow/Jira, Azure DevOps, Log Analytics/KQL, Application Insights, and Power Platform analytics.
Solid understanding of Copilot for Microsoft 365 enablement, feature governance, and data access considerations.

Preferred Qualifications

Experience with Copilot Studio (bots), custom connectors, API policies, and plugin/extension governance.
Familiarity with Microsoft Purview (DLP/Sensitivity labels/eDiscovery) and Defender for Cloud Apps.
Power BI service admin exposure (capacity/workspace governance).
Scripting/automation (PowerShell, Power Platform CLI, Graph).
Certifications: PL-200, PL-400, PL-600, MS-102, SC-900 (or equivalents).

Support Engineer - Microsoft Copilot & Power Platform