Intermediate Tier 3 Support Engineer

Posting Details

Job Details

Description

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.

Eligibility Requirements

• Must be eligible to obtain Top Secret security clearance.

Key Responsibilities

• Diagnose and resolve complex issues escalated from Technical Support.
• Monitor cluster health using Grafana dashboards, Prometheus metrics, and pod logs.
• Run readiness checks and watch error rates, latency, and pod resource usage.
• 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.
• Escalate confirmed code defects and regressions to Engineering, with clear reproduction steps.
• Write and maintain knowledge base articles, troubleshooting guides, and postmortem reports.
• 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.

Required Skills

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++.
• Strong debugging skills. 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.
• Experience with Git and code reviews.
• 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.

Nice to Have (JSI Technology Stack)

• Kubernetes/RKE2 cluster operations, Rancher, or Helm.
• Monitoring and observability tools: Grafana, Prometheus.
• Infrastructure as Code: Terraform/OpenTofu, Terragrunt.
• GitOps tools such as Flux.
• Cloud or virtualization platforms: AWS/EKS, VMware vSphere.
• Frontend/backend exposure to Vue.js and Node.js.
• Experience with CI/CD tools such as GitHub Actions.
• Prior hands-on use of AI coding assistants (for example, Copilot or Claude) in a development or support workflow.

What We're Looking For

• Strong problem-solving skills and critical thinking.
• Clear written and verbal communication, including with non-technical stakeholders.
• Comfort working under pressure in a fast-paced, customer-driven environment.
• Attention to detail. Fixes must be robust and must not introduce new issues.
• Ownership. Willingness to see an issue through from first report to final resolution.
• Strong collaboration skills with developers, QA, and customer support teams.
• Openness to adopting new AI tools and workflows as they become available.