Tier 3 Support Engineer - Senior

Jsi Telecom. Inc.; Ontario; Hybrid; CAD 75,000 - 95,000; Full time

Job summary

Join a leading company as a Tier 3 Support Engineer, where you'll play a vital role in maintaining mission-critical systems that enhance global safety. Collaborate with teams to resolve complex software issues, develop hotfixes, and document best practices in a dynamic remote/hybrid work environment. Your expertise will directly contribute to public safety organizations worldwide.

Qualifications

• 5+ years of experience in a similar role.
• Proficiency in SQL and working with relational/NoSQL databases.
• Experience with containerization and cloud platforms is a plus.

Responsibilities

• Diagnose, resolve, and prevent software issues reported by customers.
• Develop and test hotfixes for critical customer-reported bugs.
• Participate in an on-call rotation for emergency support.

Skills

SQL

Problem-Solving

Communication

Attention to Detail

Time Management

Tools

Git

Docker

Kubernetes

AWS

Azure

GCP

CI/CD

Job description

At JSI, we are dedicated to empowering public safety organizations worldwide with cutting-edge, AI-enabled analytics solutions. Our flagship platform, 4Sight, seamlessly integrates and analyzes data from diverse sources to provide actionable insights that enhance situational awareness and operational effectiveness. With a legacy spanning over 45 years and deployments in more than 30 countries across six continents, JSI has been instrumental in preventing terrorist activities, combating narcotics trafficking, and reuniting missing children with their families. By joining our Tier 3 Support team, you will be crucial in maintaining and advancing these mission-critical systems, directly contributing to global safety and security.

Position Overview :

The Tier 3 Support Engineer is responsible for diagnosing, resolving, and preventing software issues reported by customers and internal teams. They work closely with technical support, developers, QA, and product managers to maintain the stability and reliability of released software while delivering hotfixes and service packs.

Responsibilities :

Incident Resolution & Root Cause Analysis

• Analyze, debug, and resolve complex software issues reported by technical support (TS) or customers.
• Conduct root cause analysis (RCA) and document findings to prevent recurrence.
• Work closely with the development team to escalate unresolved product defects.

Hotfix & Service Pack Development

• Develop and test hotfixes for critical customer-reported bugs.
• Package and release service packs for supported software versions.
• Ensure fixes are compatible across different versions and do not introduce regressions.

Code Maintenance & Technical Debt Reduction

• Modify and improve existing codebases while ensuring minimal disruption to production systems.
• Address technical debt in released software to enhance maintainability and performance.
• Implement security patches and compliance updates as required.

Customer-Facing Technical Support (TS)

• Work with TS teams to provide detailed technical explanations and solutions.
• Participate in customer calls when needed to assist in troubleshooting high-priority issues.
• Guide TS teams on resolving recurring issues.
• Monitor system logs, performance metrics, and error reports to identify potential problems proactively.
• Participate in incident response efforts for major outages or critical system failures.
• Contribute to the development of automated monitoring tools and dashboards.

Knowledge Management & Documentation

• Maintain detailed documentation of issues, solutions, and best practices.
• Write knowledge base articles and internal troubleshooting guides.
• Contribute to postmortem reports after major incidents.
• Work closely with QA teams to define test cases for fixed defects.
• Provide feedback to the development team on recurring issues and areas for product improvement.
• Participate in retrospectives to improve the support workflow and processes.

24 / 7 Emergency Support Rotation

• Participate in an on-call rotation to provide emergency support for high-priority incidents.
• Quickly assess and triage critical failures, coordinating with development and operations teams as needed.

Skills :

• 5+ years of previous experience in a similar role.
• Experience with maintaining and modifying existing codebases.
• Proficiency in SQL and working with relational and / or NoSQL (Cassandra) databases.
• Familiarity with Git and branching strategies.
• Knowledge of Linux and Windows environments.
• Understanding of RESTful APIs and microservices.
• Experience with containerization (Docker, Kubernetes) and cloud platforms (AWS, Azure, GCP) is a plus.
• Familiarity with CI / CD tools like Jenkins or GitHub Actions.
• Ability to write and execute unit and integration tests.
• Strong problem-solving and communication skills.
• Experience collaborating with developers, QA, and customer support teams.
• Ability to work under pressure in a fast-paced environment.
• Attention to detail and customer-focused mindset.
• Strong time management and accountability skills.

How We Work :

You will be expected to work in a remote / hybrid environment reporting to our Kanata, Ontario location 2 or more times per week.

About JSI :

Founded in 1979, JSI is the North American leader in designing and developing acquisition, collection and analysis solutions for law enforcement and intelligence communities. With over 400 employees and a strong, growing global presence, JSI is 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.