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About the Role

As an Enterprise Platform Support Engineer, you will support enterprise platforms including integrated Microsoft 365 solutions and Azure-based microservices, ensuring their availability, performance, and reliability. You will act as a Tier 2 escalation point for complex incidents, partner with engineering teams for root cause analysis, and manage SaaS integrations. A key focus will be supporting and governing AI Copilot agents, monitoring their performance, and troubleshooting related issues while enforcing governance standards.

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

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
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

Skills

Microsoft 365
SharePoint
Teams
Power Apps
Power Automate
Copilot Studio
SaaS applications
Azure
Entra ID
SSO
Conditional Access
Azure Monitor
Application Insights
PowerShell
Power Platform
DevOps
Cloud-native support models
AI Copilot
Agent Builder

Location

Canada
Toronto

Work Type

Hybrid
Work from anywhere in Canada in the summer for 4 weeks

Experience Level

5-8 years of experience in Enterprise application support

Education Level

Bachelor’s degree preferred (engineering or information systems related field)

Salary/Compensations

$87,300–$113,500 in Toronto

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

About the Company

Doane Grant Thornton is a large and growing professional services firm that feels like a community, employing about 3000 people across Canada.
The company cares about its colleagues, clients, and communities, aiming to build a thriving, purpose-driven organization.
They foster a culture where colleagues support each other, value flexAbility, and inspire personal and professional development.

Equal Opportunity

At Doane Grant Thornton, we believe compensation should reflect more than just market data—it should reflect you. We’re serious about compensation. We benchmark regularly across a wide spectrum of roles, industries, sectors, and levels to ensure our ranges are both competitive and current. But we don’t stop there. We also consider the unique strengths, experiences, and impact each individual brings to the table. Our salary ranges are reviewed annually, and where you land within the range depends on a mix of factors—your background, your skills, and how your contributions align with internal equity.