Senior L3 AI Engineer (JS-3)

Job Title: Senior L3 AI Engineer (JS-3)

Location: Montreal, QC



Work Arrangement: Hybrid



Employment Type: Full-Time Job Description

We are seeking a Senior Level 3 AI Engineer to provide advanced engineering support across the firm's enterprise AI portfolio, including Microsoft Copilot, OpenAI ChatGPT, Anthropic Claude, Grok, Gemini , and other AI products as they are introduced. The ideal candidate will have strong enterprise AI/LLM, Microsoft 365, automation, troubleshooting, security, and compliance experience.

This role will serve as a senior escalation point for complex engineering issues, collaborate with Microsoft and AI vendor engineering teams, support new feature and model rollouts, and mentor Level 2.5 support teams.

Key Responsibilities

• Act as the first point of escalation for complex engineering issues across the enterprise AI portfolio
• Investigate and resolve issues that cannot be resolved by Level 2.5 support
• Configure, deploy, administer, and scale enterprise AI products and services
• Manage tenant and administrator configurations, integrations, connectors, and automation
• Support integrations across Microsoft 365, Entra ID, Microsoft Purview/DLP, Azure OpenAI, and Power Platform
• Work with Microsoft and vendor engineering teams to test, validate, and safely deploy new AI features and models
• Evaluate new capabilities while balancing enablement, security, compliance, and operational stability
• Perform advanced troubleshooting, incident management, problem management, and root-cause analysis
• Lead technical investigations and contribute to post-implementation reviews
• Review Level 2.5 documentation and knowledge articles for technical accuracy and completeness
• Update knowledge articles and provide corrections and improvements to the support knowledge base
• Train, mentor, and uplift Level 2.5 support teams through deep-dive technical sessions and escalation guidance
• Own one AI product as the primary Point of Contact (POC) while maintaining working knowledge of the broader AI portfolio
• Provide coverage and structured handover across Montreal and Bengaluru teams
• Develop automation and tooling to reduce manual support and operational effort
• Contribute to the development of AI agents designed to automate training, Level 2 support, and QA activities
• Monitor platform reliability and identify opportunities for continuous improvement

Required Qualifications

• 6+ years of experience in engineering, platform engineering, or senior technical support roles within enterprise environments
• Experience supporting AI/LLM products or Microsoft 365 at enterprise scale
• Strong understanding of Generative AI concepts, AI platforms, models, and enterprise AI adoption
• Strong scripting and automation skills using Python, PowerShell, and Microsoft Graph API
• Experience with CI/CD concepts and automated deployment practices
• Strong experience with enterprise security and compliance controls for AI environments
• Knowledge of Microsoft Purview, DLP, access management, SSO, SCIM, audit logging, and responsible AI policies
• Experience with connectors, Power Platform, and enterprise integrations
• Experience integrating AI/M365 platforms with ServiceNow and identity platforms
• Strong troubleshooting, debugging, incident management, and root-cause analysis skills
• Excellent documentation, mentoring, communication, and stakeholder management abilities
• Bachelor's degree in Computer Science, Engineering, or related field, or equivalent professional experience

AI & Microsoft Technologies

• Microsoft Copilot
• OpenAI ChatGPT
• Anthropic Claude
• Grok
• Google Gemini
• Azure OpenAI
• Microsoft 365
• Microsoft Entra ID
• Microsoft Purview / DLP
• Power Platform
• Microsoft Graph API
• ServiceNow
• Identity and Access Management

Core Competencies

• Advanced AI and M365 troubleshooting
• Generative AI and LLM technologies
• Automation and scripting
• Feature and model evaluation
• Enterprise AI security and compliance
• Root-cause analysis
• Knowledge-base development
• Technical mentoring and support enablement
• Vendor and engineering collaboration
• Incident and problem management
• AI agent and automation initiatives

Key Performance Indicators

• Reduction in time-to-resolution for complex engineering escalations
• Quality and reliability of new AI feature and model rollouts
• Reduction in defects, rollbacks, and compliance issues
• Improvement in knowledge article accuracy and coverage
• Increased Level 2.5 first-time resolution through training and documentation
• Reduction in manual effort through automation and AI agent initiatives

Preferred Qualifications

• Experience within Financial Services or other highly regulated enterprise environments
• Experience managing enterprise AI governance and responsible AI practices
• Experience with Microsoft and AI vendor engineering teams
• Strong understanding of enterprise identity, security, and compliance frameworks
• Bilingual English/French is an asset for the Montreal location

Working Model

• Montreal, Quebec Hybrid
• Follow-the-sun operating model with the Bengaluru team
• Staggered working hours to maximize daily support coverage
• Single-product ownership while maintaining broad portfolio knowledge
• Structured handover of open incidents, issues, and engineering activities between locations