Lead Support Engineer in Ottawa

About Giatec

Giatec is revolutionizing the concrete industry by bringing smart testing technologies, AI, and Io T solutions to the forefront of every jobsite.

Our software and sensor platform, Giatec 360, helps concrete producers and contractors around the world pour smarter, cut waste, and lower the carbon footprint of the built environment.

We are an award-winning, fast-growing company headquartered in Ottawa, built on a team that immigrated from over 15 countries and speaks more than 20 languages.

Our core values, creativity, passion, and integrity, shape everything we build.

About Bedrock

Bedrock is Giatec's dedicated Support & Ops team, the foundation the solutions stand on.

Bedrock keeps production healthy across every product, drives system improvements and tech debt reduction, closes the continuous delivery automation gap, owns engineering escalations from our customer experience team, and runs cross-product regression.

It is a small, high-trust, high-visibility team operating on continuous flow while the rest of engineering runs on two-week cycles.

We are hiring the permanent operating lead for Bedrock.

This is a hands-on, player-coach engineering leadership role.

You will own the day-to-day health of the platform, set the standard for how we operate, and build the AI systems that let a small team support a large product portfolio.

This is an AI-heavy engineering role: we expect you to design, deploy, and supervise agents that assist with support, auto-remediate recurring issues, and resolve bugs.

What You Will Do

• Build the AI support layer.

Design, deploy, and supervise AI agents that triage incoming issues, draft and execute fixes, and auto-remediate recurring production problems.

You will build the agentic workflows that let Bedrock resolve more with less.

• Fix bugs with agents.

Use AI agents to investigate and resolve bugs end to end, from reproduction to fix to verification, escalating only what genuinely needs deep product knowledge or architectural judgment.

• Own escalations.

Own Tier 2 and Tier 3 engineering support.

Take escalations from the customer experience team, diagnose product-specific and cross-product issues, deploy fixes, and serve as the escalation point for complex production incidents that span team boundaries.

• Keep production healthy.

Monitor application and infrastructure health across all Giatec 360 products.

Maintain dashboards, alerting thresholds, and runbooks, and catch anomalies before they become customer-facing incidents.

• Lead on-call.

Carry and lead an alternating-week on-call rotation supporting Giatec customers worldwide.

During your on-call week you are the point of contact 24/7, including nights, weekends, and holidays, followed by a week off rotation.

You will define the rotation, mature the runbooks, and set the incident response standard.

This is a core, ongoing requirement of the role.

• Automate delivery.

Close gaps in the CI/CD pipeline.

Automate manual deployment steps, environment provisioning, and the regression infrastructure that runs on every pull request, in collaboration with Dev Sec Ops.

• Guard the platform.

Run the end-of-cycle cross-product automated regression sweep to catch breaks in shared platform behavior such as login, navigation, shared data, and AI support accuracy.

• Coach the team. Mentor and lead a rotating team. You will onboard each rotation, set them up to contribute quickly, and make the assignment a genuine growth experience.
• Champion quality.

Represent production reality in the Quality Guild, bringing firsthand insight on what breaks, what customers report, and where quality investment is most needed.

What You Bring

• 5+ years of software engineering experience, including hands-on production support, site reliability, or operations work on a live product.
• Demonstrated experience building with AI agents and LLM-based tooling.

You have used agentic coding tools to ship real work, and you have a point of view on where agents help and where they need human supervision.

• Strong debugging skills across the stack, from web applications and APIs to data pipelines and integrations. You are comfortable diving into code you did not write.
• Solid grounding in monitoring and observability, incident response, and CI/CD pipelines and deployment automation.
• A production-minded, ownership-driven mindset. You have a strong sense of urgency, you respect deployment risk, and you close the loop rather than just routing tickets.
• Clear written communication. You write runbooks, handoff notes, and customer-facing updates that other people can actually use.
• Willingness and availability to lead an on-call rotation on an every-other-week basis, with full 24/7 coverage during your assigned weeks, supporting a global customer base.
• Why This Role

Bedrock is positioned as a selective, high-trust assignment, and its lead is one of the most visible engineering roles in the company.

You will be trusted with the production health of the entire Giatec 360 platform, you will build breadth across every product and integration we ship, and you will define how an AI-native support and operations function actually works.

This is a rare chance to build an AI-heavy support engineering practice from the foundation up, and to have real impact on reliability, delivery speed, and the day-to-day experience of every Giatec customer.

What We Offer

• Flexible health benefits, inclusive of medical, dental, and vision, plus a Health Care and Taxable Spending Account.
• RRSP matching program.
• Flexible paid time off starting at three-plus weeks of vacation, plus Life Days, Volunteer Days, and a paid day off on your birthday.
• Ongoing professional development, including in-house courses, extensive training, and Lunch and Learns.
• A collaborative, award-winning culture with team-building activities and an Employee Appreciation Month.
• Purpose-driven work on technology that lowers concrete-related greenhouse gas emissions by hundreds of millions of tons annually.
• Our Commitment

Giatec believes the diversity of our team is key to our success.

We are proud of a team built from members who immigrated from more than 15 countries and speak over 20 languages, and we are committed to building an inclusive workplace.

We welcome and encourage applications from people of all backgrounds and will provide accommodation on request throughout.

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