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.

Key Responsibilities

• 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.

Required Skills & Qualifications

• 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.

Core Competencies

• 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.

Key Performance Indicators

• 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.

Working Conditions

• 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.