Key responsibilities Provide technical guidance for Microsoft 365 Copilot, Copilot Studio, Agent Builder, Researcher, Analyst, connectors, and related capabilities. Help determine whether a request is a user education need, access/licensing issue, Copilot Studio configuration need, product limitation, technical defect, governance issue, or formal escalation. Support advanced triage before issues are routed to T&O;, Engineering, Product, Security/DLP, licensing, or platform owners.

Maintain technical input into the escalation call sheet and support boundary model. Develop lightweight technical playbooks for recurring issues and advanced Copilot scenarios. Create guidance for Agent Builder access, Copilot Studio permissions, connector limitations, DLP constraints, tenant/environment dependencies, and troubleshooting patterns.

Partner with the Copilot Adoption & Business Enablement Lead to convert recurring technical themes into FAQs, quick reference guides, lab scenarios, AMA topics, and internal support guidance. Support advanced labs, maker enablement sessions, and technical workshops. Help assess whether business ideas are best suited for Microsoft 365 Copilot, Copilot Studio, Agent Builder, Power Platform, custom AI solutions, or broader delivery intake.

Contribute to early solution shaping, feasibility assessment, architecture considerations, and technical guardrails for AI Business Strategy & Architecture use cases. What this role owns Technical triage guidance.

Copilot

Studio / Agent Builder enablement.

Advanced

Copilot capability interpretation. Technical playbooks and troubleshooting guidance. Technical input into support boundaries and escalation paths. Solution feasibility input for emerging AI use cases. Technical enablement for advanced labs and maker sessions. Coordination with technical owners when issues move outside Flight Academy scope.



What this role does not own General support inbox operations. Day-to-day community management. CoE portal administration.

Formal Help

Desk ticket ownership. Formal incident management. T&O; platform administration. Security/DLP policy ownership. Product roadmap decision-making. All training delivery. Ideal experience Copilot Studio and agent development. Microsoft 365 Copilot capabilities.

Power

Platform and Power Automate. SharePoint Online / Microsoft 365 architecture. Connectors and enterprise integrations. ALM and environment strategy. Security, compliance, DLP, and governance considerations. Technical documentation and solution design. Working with business, technical, and support teams. Translating business needs into technical patterns. Supporting enterprise rollout and adoption of Microsoft 365 capabilities. Success measures Complex Copilot issues are triaged more consistently.

Copilot

Studio / Agent Builder questions have clearer support and escalation paths.

The Flight

Academy team has practical technical playbooks. Recurring technical issues become reusable guidance or enablement content. Technical escalation paths are documented and less dependent on informal relationships. Business use-case ideas are assessed with stronger technical clarity. Labs and advanced sessions become more practical and capability-driven.

REQUIRED SKILLS AND EXPERIENCE

10+ years of technology / consulting experience 2+ years of Microsoft 365 Copilot experience 2+ years of Copilot Studio, Agent Builder & Prompt Engineering experience 5+ years of solution design / architecture experience Strong Microsoft 365 ecosystem knowledge (Copilot, SharePoint, Power Platform, Power Automate) Experience troubleshooting, triaging, and escalating technical issues Robust communication skills; comfortable training and working directly with business stakeholders Bachelor's degree Financial Services experience Azure AI exposure Governance, DLP, and compliance experience

📌 AI Solution Enablement & Copilot Technical Specialist (Toronto)
🏢 Insight Global
📍 Toronto