Tier 3 Support Engineer (AI/Kubernetes)

Location: Ottawa, Ontario, Canada; on-site

Salary: CA$91,000–CA$110,000 per year

Company

JSI is a privately owned technology company developing acquisition, collection, and analysis solutions for law enforcement and intelligence communities, with more than 400 employees across Canada, the United States, Australia, and Germany.

What you will do

• Diagnose and resolve complex issues escalated from Technical Support across the Nova and 4Sight platforms.
• Monitor Kubernetes cluster health using Grafana, Prometheus, pod logs, readiness checks, error rates, latency, and resource metrics.
• Verify upstream dependencies, including LLM endpoints, embedding services, and internal query APIs.
• Apply infrastructure remediation such as restarting pods, scaling resources, clearing stale caches, and rolling back deployments.
• Perform root cause analysis, document findings, and create knowledge base articles, troubleshooting guides, and postmortems.
• Build, test, and release hotfixes and service packs; escalate confirmed code defects to Engineering with clear reproduction steps.

Requirements

• Must be eligible to obtain Top Secret security clearance.
• Intermediate-level support engineering experience with strong debugging and root cause analysis skills.
• Programming experience in at least one of Java, C#, Python, JavaScript, Ruby, or C++.
• Working knowledge of Linux, shell scripting, system administration, containers, Kubernetes, SQL, and relational or NoSQL databases.
• Experience with Git, code reviews, RESTful APIs, and API testing tools such as Postman.
• Willingness to use AI tools for development and support work, including code generation, debugging, testing, log analysis, and knowledge search.

Nice to have

• Experience with Kubernetes/RKE2, Rancher, Helm, Grafana, Prometheus, Terraform/OpenTofu, Terragrunt, or Flux.
• Experience with AWS/EKS, VMware vSphere, Vue, Node, or GitHub Actions.
• Hands-on use of AI coding assistants such as Copilot or Claude.

Culture & Benefits

• Participation in a 24/7 on-call rotation for emergency incidents.
• Collaboration with Engineering, QA, Technical Support, and customer support teams.
• Fast-paced, customer-driven environment requiring ownership, clear communication, and attention to detail.
• Accommodation-accessible interview formats and communication supports are available upon request under the AODA.

Hiring process

• Applications are reviewed and evaluated by the HR team.
• AI tools are not used for applicant screening, assessment, or selection.