Posting Details Job Details Description 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/Open
Tofu, and running across VMware vSphere and AWS/EKS environments.
It uses Flux for Git
Ops, 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 Must be eligible to obtain Top Secret security clearance.
Key Responsibilities 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, clear 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 explicit 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.
Comfortable with at least one programming language: Java, C#, Python, Java
Script, Ruby, or C++.
Robust 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) Kubernetes/RKE2 cluster operations, Rancher, or Helm.
Monitoring and observability tools: Grafana, Prometheus.
Infrastructure as Code: Terraform/Open
Tofu, Terragrunt.
Git
Ops 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 Git
Hub 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 Strong problem-solving skills and critical thinking.
Explicit 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.
📌 Intermediate Tier 3 Support Engineer (Ottawa)
🏢 JSI
📍 Ottawa