Senior AI App Support Engineer (Hybrid)

Cim

Quebec

Hybrid

CAD 119,000 - 189,000

Full time

14 days+

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Benefits offered by this job

Health and welfare benefits

Tuition assistance

Retirement programs

Job summary

Marsh in Canada is seeking an experienced IT production and application support specialist to help monitor AI and non-AI production systems. You will triage incidents, coordinate with offshore and onshore teams, and ensure timely escalation and resolution of issues.

You will analyze logs, perform root cause analysis, and craft incident reports while keeping stakeholders informed during deployments and outages.

Qualifications

Degree in Computer Science or Information Technology.
7 years of direct production and business applications support experience.
2 years of AI application support experience with monitoring tools such as DataDog and LangSmith.
Hands-on experience with MEAN/MEAN stack, PostgreSQL, MS SQL Server, APIs (REST/JSON/GraphQL), Postman and GitHub; scripting with Python.

Responsibilities

Understand the application, processes, and stakeholders and maintain professional relationships with online business teams to provide support.
Triage and clarify support tickets, coordinating with reporters and stakeholders to ensure requirements are well defined.
Analyze tickets, coordinate with IT teams, and implement technical solutions to resolve software and usability issues.
Monitor application/server health, logs, and alerts; raise tickets as needed and validate fixes with testing.
Perform root cause analysis for high-priority incidents and share findings with stakeholders.
Communicate updates to stakeholders on high-priority tickets, deployments, outages, and changes; prepare client communications.
Ensure adherence to SDLC/Change Management; produce service-management summary reports.
Be available for on-call and off-hours support.