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