A Tier 3 Support Engineer at JSI keeps our Nova and 4Sight platforms stable and helps Technical Support and Engineering resolve the hardest issues fast. Nova is our Kubernetes-based platform, built on RKE2, provisioned with Terragrunt/OpenTofu, and running across VMware vSphere and AWS/EKS environments. It uses Flux for GitOps, Grafana and Prometheus for monitoring, and Keycloak for identity. Several of our applications include AI-driven features (LLM and embedding services) for intelligent search and automation. Tier 3 sits between Technical Support and Engineering: Technical Support escalates hard issues to Tier 3, and Tier 3 escalates confirmed code defects to Engineering.

Eligibility Requirements

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- Must be eligible to obtain Top Secret security clearance.

Key Responsibilities

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- Diagnose and resolve complex issues escalated from Technical Support.

- Monitor cluster health using Grafana dashboards, Prometheus metrics, and pod logs.

- Run readiness checks and watch error rates, latency, and pod resource usage.

- Verify upstream dependencies, including LLM endpoints, embedding services, and internal query APIs.

- Apply infrastructure remediation: restart pods, scale resources, transparent stale caches/knowledge bases, and roll back deployments.

- Perform root cause analysis (RCA) and document findings to prevent repeat issues.

- Build, test, and release hotfixes and service packs for supported software versions.

- Escalate confirmed code defects and regressions to Engineering, with clear reproduction steps.

- Write and maintain knowledge base articles, troubleshooting guides, and postmortem reports.





- Use AI tools to speed up development work (for example, code generation, debugging, and test writing) and support work (for example, log analysis and knowledge search).

- Join a 24/7 on-call rotation to support emergency incidents.

Required Skills

We are seeking an intermediate Tier 3 Support Engineer. What matters most is a strong technical foundation and a genuine desire to learn.

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- Comfortable with at least one programming language: Java, C#, Python, JavaScript, Ruby, or C++.

- Strong debugging skills. Able to read logs, stack traces, and performance data to find root causes.

- Working knowledge of Linux, including basic shell scripting and system administration.

- Understanding of containers and Kubernetes concepts (pods, deployments, logs).

- SQL experience, and familiarity with relational or NoSQL databases.

- Experience with Git and code reviews.

- Understanding of RESTful APIs and API testing tools (for example, Postman).

- Ready and willing to use AI tools to work faster and more efficiently in both development and support tasks.

Nice to Have (JSI Technology Stack)

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- Kubernetes/RKE2 cluster operations, Rancher, or Helm.

- Monitoring and observability tools: Grafana, Prometheus.

- Infrastructure as Code:



Terraform/OpenTofu, Terragrunt.

- GitOps tools such as Flux.

- Cloud or virtualization platforms: AWS/EKS, VMware vSphere.

- Frontend/backend exposure to Vue.js and Node.js.

- Experience with CI/CD tools such as GitHub Actions.

- Prior hands-on use of AI coding assistants (for example, Copilot or Claude) in a development or support workflow.

What We're Looking For

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- Strong problem-solving skills and critical thinking.

- Clear written and verbal communication, including with non-technical stakeholders.

- Comfort working under pressure in a fast-paced, customer-driven environment.

- Attention to detail. Fixes must be robust and must not introduce new issues.

- Ownership. Willingness to see an issue through from first report to final resolution.

- Strong collaboration skills with developers, QA, and customer support teams.

- Openness to adopting new AI tools and workflows as they become available.

About JSI

JSI is built on purpose, that of making a difference in the world.

Founded in 1979, this privately-owned technology company is the North American leader in designing and developing acquisition, collection and analysis solutions for law enforcement and intelligence communities.

With 4Sight – JSI’s single, unified, product suite – customers can combine any number of disparate data sources into a highly intuitive, visually-focused platform. The result? JSI’s customers spend less time working with data and more time seeing patterns, understanding trends, and gaining perspec

📌 Intermediate Tier 3 Support Engineer (Canada)
🏢 JSI
📍 Canada