Senior L3 AI Engineer

Senior L3 AI Engineer

Workplace type: Montreal, QC

Fulltime – Hybrid

Requirement: Immediate

JS-3

Senior Level 3 AI Engineer - Copilot / ChatGPT / Grok / Claude / Gemini

Role Summary

We are seeking a Senior Level 3 AI Engineer to act as the first point of call for engineering issues across the firm’s end user AI products - Microsoft Copilot, OpenAI ChatGPT, Anthropic Claude, Grok and Gemini, together with other AI products as they are introduced (for example Zoom AI Companion). You will investigate complex queries that front-line support cannot resolve, work with lead Microsoft and vendor engineers on new features, and uplift the wider support team. Each engineer maintains broad coverage of the full portfolio while owning one product as point of contact. Over time, the team will help build an agent to automate training, Level 2 and QA tasks.

Key Responsibilities

• Act as the first point of call for engineering issues across the AI portfolio and investigate complex queries that Level 2.5 cannot resolve.

• Configure, deploy and scale AI products, including tenant and admin configuration, integrations and automation (e.g. M365, Entra ID, Purview/DLP, Azure OpenAI, connectors and the Power Platform).

• Work with lead Microsoft and vendor engineers to test, validate and roll out new features and models, balancing speed of enablement against security and compliance.

• Review Level 2.5 documentation and knowledge articles for quality and accuracy, and feed corrections back into the knowledge base.

• Train and uplift the Level 2.5 support team; provide deep-dive guidance and escalation paths.

• Own one AI product as point of contact (POC) while maintaining working knowledge of the full portfolio; provide cover for the partner location.

• Drive incident, problem and root-cause analysis for platform reliability; contribute to post-implementation reviews.

• Contribute to the longer-term goal of building an AI agent to automate training, Level 2 and QA activity.

Qualifications & Experience

• 6+ years in an engineering, platform or senior technical support role in enterprise environments (financial services preferred).

• Hands-on experience deploying and supporting AI/LLM products or M365 at enterprise scale; strong understanding of generative-AI concepts.

• Strong scripting and automation skills (e.g. Python, PowerShell, Microsoft Graph API) and familiarity with CI/CD concepts.

• Experience with security and compliance controls relevant to AI (DLP/Purview, access management, SSO/SCIM, audit logging, responsible-AI policies).

• Experience of connectors and/or the Power Platform; integration experience across M365, ServiceNow and identity platforms.

• BSc/BA in Computer Science, Engineering or related field (or equivalent experience). For Montreal, bilingual (English/French) is an asset.

Core Skills

• Deep technical troubleshooting and root-cause analysis across AI and M365 platforms.

• Automation and scripting; ability to build tooling that reduces manual effort.

• Feature and model evaluation; translating vendor releases into safe enterprise rollouts.

• Knowledge-base authoring and mentoring of junior support staff.

• Collaboration across locations with disciplined handover.

Key Performance Indicators

• Time-to-resolution for escalated and complex engineering queries.

• Quality of new-feature rollouts (defects, rollbacks, compliance adherence).

• Accuracy and coverage of knowledge articles reviewed and improved.

• Uplift in Level 2.5 first-time resolution as a result of training and documentation.

• Contribution to automation/agent initiatives that reduce manual effort.

Working Conditions

• Based in Montreal or Bengaluru with staggered hours to maximise daily coverage under the follow-the-sun model.

• Operate within the follow-the-sun model across Montreal and Bengaluru, providing single-product ownership (acting as point of contact for one product) while maintaining broad coverage of the full AI portfolio,with structured handover of open items at shift change.