Senior L3 AI Engineer

Job Title: Senior L3 AI Engineer



Job Type: Full Time (FTE)



Location: Montreal, QC (Hybrid) Role Summary

We are seeking a highly skilled Senior Level 3 AI Engineer to serve as the first point of escalation for complex engineering issues across the firm's enterprise AI portfolio, including Microsoft Copilot, OpenAI ChatGPT, Anthropic Claude, Grok, and Gemini , along with new AI products introduced over time.

The role combines deep technical troubleshooting, enterprise AI platform administration, automation, security and compliance, feature evaluation, and support-team enablement. The engineer will own one AI product as the primary point of contact while maintaining working knowledge across the broader AI portfolio.

• Act as the first point of call for complex engineering issues that Level 2.5 support cannot resolve.
• Configure, deploy, administer, and scale enterprise AI products and integrations.
• Manage tenant and administrative configurations across M365, Entra ID, Purview/DLP, Azure OpenAI, connectors, and Power Platform .
• Develop automation and tooling using Python, PowerShell, and Microsoft Graph API .
• Partner with Microsoft and vendor engineering teams to test, validate, and safely roll out new AI features and models.
• Balance rapid AI enablement with enterprise security, compliance, and responsible-AI requirements.
• Review and improve Level 2.5 documentation and knowledge articles for technical accuracy.
• Train and mentor Level 2.5 support teams and establish effective escalation paths.
• Own one AI product as the designated Point of Contact (POC) while maintaining broad portfolio knowledge.
• Drive incident management, problem management, root-cause analysis, and post-implementation reviews.
• Contribute to the development of an AI agent designed to automate training, Level 2 support, and QA activities.
• Coordinate effectively across Montreal and Bengaluru teams using structured follow-the-sun handovers.

• 6+ years of experience in engineering, platform engineering, or senior technical support within enterprise environments.
• Hands-on experience deploying and supporting AI/LLM products or Microsoft 365 at enterprise scale.
• Strong understanding of Generative AI and LLM concepts .
• Advanced scripting and automation skills using Python, PowerShell, and/or Microsoft Graph API .
• Familiarity with CI/CD concepts and enterprise automation.
• Strong experience with AI-related security and compliance controls , including DLP/Purview, access management, SSO/SCIM, audit logging, and responsible-AI policies.
• Experience with connectors and/or Microsoft Power Platform .
• Integration experience across M365, ServiceNow, and identity platforms.
• Strong technical troubleshooting and root-cause analysis capabilities.
• Excellent knowledge-base authoring, mentoring, and stakeholder communication skills.
• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
• Bilingual English/French skills are an asset for the Montreal location.

• Deep technical troubleshooting across AI and M365 platforms.
• AI/LLM platform administration and enterprise support.
• Automation-first mindset and ability to build tools that reduce manual effort.
• AI feature and model evaluation.
• Secure enterprise AI deployment and compliance.
• Knowledge management and technical documentation.
• Mentoring and support-team enablement.
• Strong collaboration across geographically distributed teams.

• Time-to-resolution for escalated and complex engineering issues.
• Quality and compliance of new AI feature and model rollouts.
• Accuracy and coverage of knowledge articles.
• Improvement in Level 2.5 first-time resolution rates.
• Reduction in manual effort through automation and AI-agent initiatives.

• Based in Montreal, QC , operating within a follow-the-sun support model with the Bengaluru team.
• Staggered working hours may be required to maximize daily coverage.
• Responsible for single-product ownership while maintaining broad knowledge of the complete enterprise AI portfolio.
• Structured handover of open incidents and engineering activities between locations.