At JSI, we are dedicated to empowering public safety organizations worldwide with cutting-edge, AI-enabled analytics solutions. Our flagship platform, 4Sight, seamlessly integrates and analyzes data from diverse sources to provide actionable insights that enhance situational awareness and operational effectiveness. With a legacy spanning over 45 years and deployments in more than 30 countries across six continents, JSI has been instrumental in preventing terrorist activities, combating narcotics trafficking, and reuniting missing children with their families. By joining our Tier 3 Support team, you will be crucial in maintaining and advancing these mission-critical systems, directly contributing to global safety and security.

The Tier 3 Support Manager is responsible for leading a team of Tier 3 Support Developers to ensure timely resolution of complex technical issues, deliver high-quality hotfixes, and maintain customer satisfaction. They act as a bridge between support, development, and product teams to optimize support workflows and improve software stability.

Responsibilities:

Team Leadership & Management

• Lead and mentor a team of Tier 3 Support Engineers.
• Define team goals, key performance indicators (KPIs), and service level agreements (SLAs).
• Conduct performance reviews, provide feedback, and foster career development.

Incident & Escalation Management

• Oversee and manage escalated technical support issues from Technical Support (TS).
• Ensure proper triage, prioritization, and resolution of customer-reported defects.
• Act as the main point of contact for critical incidents and ensure timely communication with stakeholders.

Technical Oversight & Root Cause Analysis (RCA)

• Guide engineers in debugging, troubleshooting, and analyzing complex issues.
• Ensure thorough RCA is conducted and long-term solutions are implemented.
• Work with development teams to address recurring product defects and technical debt.

Hotfix & Service Pack Management

• Oversee the development, testing, and deployment of hotfixes.
• Ensure service packs are planned and released in coordination with product teams.
• Maintain high-quality standards in patch releases, minimizing regression risks.

Process Improvement & Workflow Optimization

• Establish and optimize workflows for efficient issue resolution.
• Define best practices for documentation, ticket handling, and knowledge sharing.
• Implement automation and proactive monitoring to reduce support workload.

Cross-Functional Collaboration

• Work closely with product management, development, and QA teams to improve product reliability.
• Provide feedback to product managers on customer pain points and recurring issues.
• Partner with customer support teams to improve communication and issue resolution.

24/7 Emergency Support Coordination

• Manage on-call rotations to ensure adequate coverage for emergency incidents.
• Coordinate rapid response efforts for critical outages and major incidents

Customer & Stakeholder Communication

• Provide regular updates to customers, leadership, and internal teams on issue resolutions.
• Ensure transparency in support operations and drive customer satisfaction.
• Participate in customer calls when needed to resolve high-impact issues

Training & Knowledge Management

• Develop training programs to onboard new support engineers efficiently.
• Ensure proper documentation of troubleshooting steps, fixes, and technical solutions.
• Foster a culture of continuous learning and knowledge sharing within the team

Reporting & Metrics

• Track and analyze key support metrics (e.g., response time, resolution time, defect trends).
• Provide reports to senior leadership on team performance and areas for improvement.
• Use data to drive strategic improvements in support operations.

Skills

• Software Development & Debugging – Strong understanding of the product's technology stack to guide the team effectively.
• Incident & Problem Management – Experience managing and resolving technical incidents and implementing long-term solutions through structured change management processes.
• Root Cause Analysis (RCA) – Ability to lead investigations into recurring issues and drive long-term fixes.
• Hotfix & Patch Management – Understanding of software patching, version control, and CI/CD processes.
• Database & System Administration – Working knowledge of SQL, logging systems, and server monitoring tools.
• Testing & QA Best Practices – Knowledge of test automation, regression testing, and release management.
• Leadership & Team Management – Experience leading technical support or engineering teams.
• Communication & Stakeholder Management – Ability to interact with customers, executives, and cross-functional teams.
• Customer-Focused Mindset – Ensuring SLAs and customer commitments are met.
• Crisis Management – Ability to stay calm under pressure and lead teams through high-priority incidents.
• Time & Resource Management – Ability to balance urgent issues with long-term planning.
• Coaching & Development – Mentoring engineers and fostering professional growth.
• Process Improvement – Identifying inefficiencies and optimizing workflows.
• Accountability & Ownership – Driving team performance and ensuring timely resolution of issues.

How We Work

You will be expected to work in a remote/hybrid environment reporting to our Kanata, Ontario location 2 or more times per week.

About JSI

JSI is built on purpose, that of making a difference in the world.

Founded in 1979, this privately-owned technology company is the North American leader in designing and developing acquisition, collection and analysis solutions for law enforcement and intelligence communities.

With 4Sight – JSI's single, unified, product suite – customers can combine any number of disparate data sources into a highly intuitive, visually-focused platform. The result? JSI's customers spend less time working with data and more time seeing patterns, understanding trends, and gaining perspective (and making the world a safer place).

With over 400 employees and a strong, growing global presence in Canada, the U.S., Australia and Germany, JSI is not only the dominant player in its industry, it is also known for its fun, high-performing, purpose-driven corporate culture.

In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), JSI will provide accommodation accessible formats and communication supports for the interview process upon request.