Cloud Support Engineer – Microsoft 365 and AI

About the Role

As a Cloud Support engineer, you’ll help organizations accelerate their AI transformation through the deployment, adoption, governance, and optimization of Microsoft 365 Copilot, AI agents, and related cloud solutions. You’ll serve as a trusted technical advisor, helping customers identify valuable AI use cases, overcome technical and operational barriers, and translate their AI investments into measurable business outcomes.

This role combines deep technical expertise with customer consulting, adoption and change management, executive engagement, and cross-functional leadership. You’ll work closely with customers, implementation partners, account teams, and delivery resources to scale secure, governed AI solutions aligned with organizational goals.

What You'll Do

• Drive customer adoption and sustained usage of Microsoft 365 Copilot, AI agents, and related solutions, with accountability for measurable consumption and business outcomes.
• Advise customers and partners on Microsoft 365 Copilot, Copilot Studio, AI agents, and related cloud technologies.
• Help customers design, deploy, configure, and operationalize AI solutions aligned with their business objectives and adoption goals.
• Lead technical engagements to identify and resolve barriers related to identity, security, compliance, governance, data access, licensing, and platform readiness.
• Advise customers on AI readiness, including data security, oversharing controls, compliance, governance, and responsible AI practices.
• Develop AI adoption and change-management strategies addressing executive sponsorship, target-user groups, communications, training, and adoption activities.
• Help customers progress from foundational AI usage to advanced, high-impact use cases and power-user behaviors.
• Coordinate with partner organizations and delivery resources to accelerate AI deployment, activation, adoption, and ongoing consumption.
• Engage business and technical decision-makers to connect AI usage with measurable business value, return on investment, and organizational outcomes.
• Present usage insights, adoption trends, and business impact to customer stakeholders and executive audiences.
• Manage usage and adoption milestones through completion across assigned customer accounts.
• Serve as a key point of contact among customers, partners, account teams, and internal stakeholders throughout the AI adoption journey.
• Lead and motivate technical communities while collaborating across diverse customer and stakeholder groups.
• Identify adoption patterns, technical blockers, customer feedback, and success stories to support continuous improvement.
• Analyze usage, adoption, and business-outcome signals to identify opportunities for expanded AI adoption and additional solutions.
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