Intermediate Tier 3 Support Engineer

Job summary

The Tier 3 Support Engineer diagnoses and resolves complex technical issues escalated from support teams while monitoring cluster health and infrastructure performance. They also perform root cause analysis, maintain documentation, and participate in a 24/7 on-call rotation for emergency incidents.

Job details

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 * 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 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. * 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) * 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 * 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 perspective (and making the world a safer place). With over 400 employees and a strong, growing global presence in Canada, the U.S., Australia, and Germany, JSI is not only the dominant player in its industry, it is also known for its fun, high-performing, purpose-driven corporate culture. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), JSI will provide accommodation-accessible formats, and communication supports for the interview process upon request. Our hiring process does not use artificial intelligence (AI) tools for screening, assessing, or selecting applicants. All applications are reviewed and evaluated by our HR team.

What you’ll do

The Tier 3 Support Engineer diagnoses and resolves complex technical issues escalated from support teams while monitoring cluster health and infrastructure performance. They also perform root cause analysis, maintain documentation, and participate in a 24/7 on-call rotation for emergency incidents.

Requirements

Candidates must have a strong technical foundation with proficiency in at least one programming language and experience with Linux, Kubernetes, and SQL. Applicants must also be eligible to obtain a Top Secret security clearance.

Listed skills

• Kubernetes · Preferred
• SQL · Preferred
• CI/CD · Preferred
• JavaScript · Preferred
• Amazon Web Services · Preferred
• Linux · Preferred
• Java · Preferred
• C++ · Preferred
• Terraform · Preferred
• Git · Preferred
• Python · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Kubernetes
• Python
• Java
• C#
• JavaScript
• Linux
• SQL
• Git
• RESTful APIs
• Debugging
• Grafana
• Prometheus
• Terraform
• AWS
• VMware vSphere
• CI/CD
• Terragrunt
• Observability
• Workflow Management
• GitOps
• Git (Version Control System)
• Amazon Elastic Kubernetes Service
• Willingness To Learn
• Top Secret Clearance
• Ruby (Programming Language)
• Infrastructure as Code (IaC)
• API Testing
• Java (Programming Language)
• JavaScript (Programming Language)
• Application Programming Interface (API)
• Artificial Intelligence
• Technical Support
• Automation
• Customer Support
• Dashboard
• C# (Programming Language)
• C++ (Programming Language)
• Code Generation
• Code Review
• Communication
• Critical Thinking
• System Administration
• Engineering Support
• Flux (React.js)
• Front End Design
• Github
• Leadership
• Hotfix
• Problem Solving
• Python (Programming Language)

Job areas

• Technology
• Software
• Customer Service & Support
• Engineering
• Security & Safety
• Tier 3 Support Engineer
• Technical Support Engineer / Analyst
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists

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