Enterprise Platform Support Engineer
About The Position
As an Enterprise Platform Support Engineer, you will be responsible for supporting enterprise platforms, including integrated Microsoft 365 solutions such as SharePoint, Teams, Power Apps, Power Automate, Copilot Studio, and related SaaS applications. Your role will involve ensuring the availability, performance, and reliability of production systems and Azure-based microservices. You will act as a Tier 2 escalation point for complex incidents impacting business-critical services and partner with technology engineering teams to stabilize production workloads and proactively reduce incident recurrence through root cause analysis and remediation. Additionally, you will contribute to service monitoring, alerting, and performance optimization, manage and support SaaS integrations, and troubleshoot end-to-end service issues across various cloud platforms. A key aspect of this role involves supporting identity, authentication, and access management across cloud platforms and monitoring application health using Azure Monitor, Application Insights, and third-party dashboards. You will also support release validation, deployment monitoring, and post-release stabilization. A significant focus will be on supporting and governing AI Copilot agents, monitoring their performance, and troubleshooting related issues, while enforcing governance standards for AI solutions. The role requires providing operational support after-hours and on weekends when necessary, along with other relevant duties.
Requirements
- 5-8 years of experience in Enterprise application support
- Owns support for specific platforms or service domains (e.g., Teams, SharePoint, integrations)
- Resolves complex incidents (Tier 2) impacting business services
- Troubleshoots end-to-end issues across M365, Azure, and SaaS ecosystems
- Supports SaaS integrations, APIs, and identity flows
- Contributes to monitoring improvements and operational documentation
- Supports AI/Copilot agents and evaluates performance/usage trends
- Strong experience with M365, Azure services, and SaaS integrations
- Working knowledge of Azure Monitor, App Insights, and observability practices
- Ability to troubleshoot distributed cloud systems and dependencies
- Experience with incident/problem management processes
- Attention to detail and ability to function in a dynamic and demanding work environment
- Ability to analyze business requirements and propose solutions
- Ability to produce technical and functional documentation
- Ability to troubleshoot and perform unit testing based on scenarios
- Aptitude for continuous learning
Nice To Haves
- Bachelor’s degree preferred (engineering or information systems related field)
- Experience with monitoring and observability tools (Azure Monitor, Application Insights)
- Strong troubleshooting across distributed cloud environments
- Experience supporting production systems in enterprise environments
- Knowledge of incident, problem, and change management practices
- Ability to work across cross-functional teams (engineering, security, business stakeholders)
- Experience supporting or governing AI / Copilot solutions
- Exposure to automation and scripting (PowerShell, Power Platform, or similar)
- Familiarity with DevOps or cloud-native support models
Responsibilities
- Support enterprise platforms, including integrated Microsoft 365 solutions such as SharePoint, Teams, Power Apps, Power Automate, Copilot Studio, and related SaaS applications
- Ensure availability, performance, and reliability of production systems and Azure-based microservices
- Act as a Tier 2 escalation point for complex incidents impacting business-critical services
- Partner with technology engineering teams to stabilize production workloads and proactively reduce incident recurrence through root cause analysis and remediation
- Contribute to service monitoring, alerting, and performance optimization
- Manage and support SaaS integrations, including APIs, connectors, and identity flows
- Troubleshoot end-to-end service issues across Microsoft 365, custom Azure applications, and third-party SaaS platforms
- Support identity, authentication, and access management across cloud platforms (e.g., Entra ID, SSO, conditional access)
- Monitor application health using Azure Monitor, Application Insights, and third-party dashboards
- Support release validation, deployment monitoring, and post-release stabilization to ensure seamless production performance
- Support and govern AI Copilot agents built using Copilot Studio and Agent Builder
- Monitor AI agent performance, response quality, and usage patterns to ensure effective and reliable outcomes
- Troubleshoot AI agent-related issues, including latency, data access, and integration dependencies
- Enforce governance standards for AI solutions, including access controls, lifecycle management, and responsible AI practices
- Provide operational activities when required after-hours and on weekends
- Other relevant duties as assigned and required
Benefits
- Profit sharing
- Flex days
- RRSP contributions
- Firmwide holiday closure
- Wellness benefits
- Concierge-like benefits
- Work from anywhere in Canada in the summer for 4 weeks
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
