IT Support Engineer I, IT Services

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.

Must be eligible to obtain Top Secret security clearance.

Diagnose and resolve complex issues escalated from Technical Support.
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.
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.
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++.
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.
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.
Monitoring and observability tools: AWS/EKS, VMware vSphere.
Frontend/backend exposure to Vue.js and Node.js.
Prior hands-on use of AI coding assistants (for example, Copilot or Claude) in a development or support workflow.
Clear written and verbal communication, including with non-technical stakeholders.
Comfort working under pressure in a fast-paced, customer-driven environment.
Strong collaboration skills with developers, QA, and customer support teams.
Openness to adopting new AI tools and workflows as they become available.
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. 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).
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.