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 Senior Manager oversees the entire Tier 3 support organization, ensuring seamless issue resolution, operational efficiency, and continuous improvement. They are responsible for strategic planning, cross-functional coordination, and leadership to drive excellence in product support.

Responsibilities:

Organizational Leadership & Strategy

• Define the vision, goals, and roadmap for the Tier 3 support organization.

• Build and scale the team, ensuring proper hiring, training, and role development.

• Align support operations with overall business objectives and product strategy.

• Develop policies and best practices to ensure consistent and high-quality support.

Incident & Escalation Management

• Serve as the highest escalation point for complex technical issues.

• Oversee critical incident response, ensuring minimal customer impact.

• Lead postmortem reviews and drive long-term preventative measures.

• Ensure effective communication with executive leadership during major incidents.

Cross-Functional Collaboration

• Partner with Product, Engineering, and QA teams to improve product stability.

• Work closely with Technical Support to streamline issue escalation workflows.

• Act as a key liaison between customers, internal stakeholders, and senior leadership.

Team & People Management

• Manage the Tier 3 Support Managers and ensure their teams are performing effectively.

• Drive performance management, training programs, and career development initiatives.

• Foster a culture of accountability, problem-solving, and continuous learning.

• Ensure proper staffing for 24/7 emergency support and optimize on-call rotations.

Hotfix & Service Pack Oversight

• Define the strategy for hotfix releases and long-term support roadmaps.

• Ensure efficient processes for developing, testing, and deploying service packs.

• Work with Engineering and QA to balance stability with rapid issue resolution.

Process Optimization & Automation

• Drive continuous improvement initiatives to enhance support workflows.

• Implement automation for issue detection, logging, and resolution.

• Optimize incident tracking, root cause analysis, and documentation processes.

• Introduce self-service tools and AI-driven support solutions where applicable.

Metrics, Reporting & customer Insight

• Define and monitor key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction.

• Provide regular reports and insights to executive leadership on team performance.

• Use data-driven approaches to identify trends, recurring issues, and improvement areas.

• Advocate for customer needs by providing feedback on product reliability and usability.

Budgeting & Resource Allocation

• Plan and manage the Tier 3 support budget, ensuring efficient use of resources.

• Justify hiring needs, tool investments, and infrastructure improvements.

• Ensure cost-effective management of support operations without compromising quality.

Risk Management & Compliance

• Ensure support operations comply with security, privacy, and regulatory requirements.

• Develop risk mitigation plans for potential support and product failures.

• Work with Legal and Compliance teams to manage support-related obligations.

Customer & Executive Communication

• Serve as a senior point of contact for key customers with high-impact issues.

• Represent the Tier 3 support organization in leadership meetings.

• Ensure transparency in operations and keep executives informed of major challenges.

Skills

• Software Support Strategy – Ability to define and implement a scalable Tier 3 support structure.

• Incident & Escalation Management – Deep expertise in handling critical outages, major incident response, and RCA.
• Software Engineering & Architecture – Strong understanding of software development processes and technical debt management.
• Release & Lifecycle Management – Experience managing software versions, patches, and long-term product support.
• Vendor & Third-Party Integrations – Experience working with external partners for support tooling and integrations.
• Data-Driven Decision Making – Ability to analyze support metrics, trends, and operational KPIs to optimize performance.
• Executive Leadership & Vision – Ability to set the direction for Tier 3 support and align with business goals.
• Stakeholder & Customer Relationship Management – Experience working with high-profile customers and internal executives.
• Change Management – Leading transitions in support models, including embedding Tier 3 within the product team.
• Cross-Functional Collaboration – Working with product development, QA, and operations to improve software quality.
• Crisis Leadership – Managing high-severity incidents while keeping teams and stakeholders informed.
• Budget & Resource Planning – Defining hiring needs, optimizing team structures, and managing financial constraints.
• Continuous Improvement & Innovation – Driving automation, self-healing systems, and proactive support strategies.
• Mentorship & Organizational Development – Building a strong support culture and growing future leaders

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.