Job Title: Senior L3 AI Engineer (JS-3)

Location: Montreal, QC

Work Arrangement: Hybrid

Employment Type: Full-Time

We are seeking a Senior Level 3 AI Engineer to provide advanced engineering support across the firm's enterprise AI portfolio, including Microsoft Copilot, OpenAI ChatGPT, Anthropic Claude, Grok, Gemini , and other AI products as they are introduced. The ideal candidate will have strong enterprise AI/LLM, Microsoft 365, automation, troubleshooting, security, and compliance experience.

This role will serve as a senior escalation point for complex engineering issues, collaborate with Microsoft and AI vendor engineering teams, support new feature and model rollouts, and mentor Level 2.5 support teams.

Key Responsibilities

- Act as the first point of escalation for complex engineering issues across the enterprise AI portfolio
- Investigate and resolve issues that cannot be resolved by Level 2.5 support
- Configure, deploy, administer, and scale enterprise AI products and services
- Manage tenant and administrator configurations, integrations, connectors, and automation
- Support integrations across Microsoft 365, Entra ID, Microsoft Purview/DLP, Azure OpenAI, and Power Platform
- Work with Microsoft and vendor engineering teams to test, validate, and safely deploy new AI features and models
- Evaluate new capabilities while balancing enablement, security, compliance, and operational stability
- Perform advanced troubleshooting, incident management, problem management, and root-cause analysis
- Lead technical investigations and contribute to post-implementation reviews
- Review Level 2.5 documentation and knowledge articles for technical accuracy and completeness
- Update knowledge articles and provide corrections and improvements to the support knowledge base
- Train, mentor, and uplift Level 2.5 support teams through deep-dive technical sessions and escalation guidance




- Own one AI product as the primary Point of Contact (POC) while maintaining working knowledge of the broader AI portfolio
- Provide coverage and structured handover across Montreal and Bengaluru teams
- Develop automation and tooling to reduce manual support and operational effort
- Contribute to the development of AI agents designed to automate training, Level 2 support, and QA activities
- Monitor platform reliability and identify opportunities for continuous improvement

Required Qualifications

- 6+ years of experience in engineering, platform engineering, or senior technical support roles within enterprise environments
- Experience supporting AI/LLM products or Microsoft 365 at enterprise scale
- Strong understanding of Generative AI concepts, AI platforms, models, and enterprise AI adoption
- Strong scripting and automation skills using Python, PowerShell, and Microsoft Graph API
- Experience with CI/CD concepts and automated deployment practices
- Robust experience with enterprise security and compliance controls for AI environments
- Knowledge of Microsoft Purview, DLP, access management, SSO, SCIM, audit logging, and responsible AI policies
- Experience with connectors, Power Platform, and enterprise integrations
- Experience integrating AI/M365 platforms with ServiceNow and identity platforms
- Strong troubleshooting, debugging, incident management, and root-cause analysis skills
- Excellent documentation, mentoring, communication, and stakeholder management abilities
- Bachelor's degree in Computer Science, Engineering, or related field, or equivalent professional experience





AI & Microsoft Technologies

- Microsoft Copilot
- OpenAI ChatGPT
- Anthropic Claude
- Grok
- Google Gemini
- Azure OpenAI
- Microsoft 365
- Microsoft Entra ID
- Microsoft Purview / DLP
- Power Platform
- Microsoft Graph API
- ServiceNow
- Identity and Access Management

Core Competencies

- Advanced AI and M365 troubleshooting
- Generative AI and LLM technologies
- Automation and scripting
- Feature and model evaluation
- Enterprise AI security and compliance
- Root-cause analysis
- Knowledge-base development
- Technical mentoring and support enablement
- Vendor and engineering collaboration
- Incident and problem management
- AI agent and automation initiatives

Key Performance Indicators

- Reduction in time-to-resolution for complex engineering escalations
- Quality and reliability of new AI feature and model rollouts
- Reduction in defects, rollbacks, and compliance issues
- Improvement in knowledge article accuracy and coverage
- Increased Level 2.5 first-time resolution through training and documentation
- Reduction in manual effort through automation and AI agent initiatives

Preferred Qualifications

- Experience within Financial Services or other highly regulated enterprise environments
- Experience managing enterprise AI governance and responsible AI practices
- Experience with Microsoft and AI vendor engineering teams
- Strong understanding of enterprise identity, security, and compliance frameworks
- Bilingual English/French is an asset for the Montreal location

Working Model

- Montreal, Quebec Hybrid
- Follow-the-sun operating model with the Bengaluru team
- Staggered working hours to maximize daily support coverage
- Single-product ownership while maintaining broad portfolio knowledge
- Structured handover of open incidents, issues, and engineering activities between locations

📌 SeniorAI Engineer (Montreal)
🏢 AceStack
📍 Montreal