Tier 3 Support Engineer - Senior

Jsi Telecom. Inc.; Ontario; Hybrid; CAD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company that empowers public safety organizations with cutting-edge analytics solutions. As a Tier 3 Support Engineer, you will play a vital role in diagnosing and resolving software issues, ensuring the stability of mission-critical systems. This position offers the chance to work in a dynamic environment, collaborating with talented teams to enhance operational effectiveness and contribute to global safety initiatives. If you are passionate about technology and eager to make an impact, this opportunity is perfect for you.

Qualifications

• 5+ years experience in a similar role with strong debugging and troubleshooting skills.
• Proficiency in SQL and experience with NoSQL databases like Cassandra.

Responsibilities

• Diagnose, resolve, and prevent software issues while collaborating with technical support and developers.
• Develop and test hotfixes for critical customer-reported bugs.

Skills

Debugging & Troubleshooting

SQL

NoSQL (Cassandra)

Git

Linux

Windows

RESTful APIs

Microservices

Containerization (Docker, Kubernetes)

Cloud Platforms (AWS, Azure, GCP)

CI/CD Tools (Jenkins, GitHub Actions)

Unit and Integration Testing

Problem-Solving

Communication Skills

Job description

Location:

Ontario
99 Michael Cowpland Drive
Ottawa, ON K2M1X3, CAN

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.
• Strong debugging & troubleshooting skills.
• 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.