Support Engineer (L3) File Storage

Quantum Corp. leads the world in helping users collaboratively solve some of the worlds hardest computer challenges. Whether its wrangling Petabytes of data for cutting edge movie production managing global content production workflows exploring new sources of energy or managing oceans of content and blending collaborative high-speed workflows with cutting-edge object storage Quantum has the tools and technology to help you engineer the solution that works now - and preserves your work for decades to come. You are applying to an exceptional team that contributes to enhancing our position as a proven global expert in data management.

Quantum is seeking a highly skilled Level 3 (L3) Support Engineer to support the StorNext and Xcellis file storage this role you will serve as the technical escalation point for complex customer issues working closely with Support Engineering QA and Product Management to ensure the stability reliability and performance of our file storage solutions. This position requires strong experience in enterprise file systems Linux environments storage architectures and advanced troubleshooting.

Key Responsibilities

Advanced Troubleshooting & Escalation

• Serve as the highest-level of technical support for StorNext and Xcellis media streaming supporting L1/L2 engineers field teams and enterprise customers.
• Diagnose resolve or escalate complex issues involving:
  • File system performance and scalability
  • Metadata controller (MDC) behavior
  • SAN and LAN client access
  • Tiering policies and data lifecycle behavior
  • Replication and synchronization workflows
  • Multi-tier storage interactions (SSD HDD tape cloud)
  • Perform deep-dive analysis of logs metadata structures system traces and performance metrics

Product Defect Isolation & Engineering Interface

• Reproduce isolate and document product defects with full diagnostic context.

• Work L1 L2 support and engineering teams to:

  • Validate fixes
  • Improve diagnostics and observability
  • Enhance product reliability and performance

• Participate in defect triage and drive issues through resolution.

Customer Issue Resolution

• Provide hands-on support for high-severity incidents including workflow outages and performance degradation.

• Assist customers with:

  • Workflow and application performance

  • Data lifecycle behavior (archival retrieval tiering)
  • Connectivity troubleshooting (SAN/NAS)
  • System configuration and optimization

Ongoing Engineering Collaboration

• Support validation of patches firmware updates and new releases.
• Develop repeatable troubleshooting approaches and improve resolution processes.
• Identify recurring issues and contribute to long-term support improvements.

Documentation & Knowledge Transfer

• Create or maintain:
  • Root cause analysis and documentation
  • Knowledge base articles
  • Internal training guides
• Mentor L1/L2 teams and drive escalation quality improvements.

Operational Responsibilities

• Participate in on-call rotation for mission-critical environments.
• Assist with readiness validation for new product releases patches and maintenance updates.

Required Qualifications

• 510 years in enterprise storage hardware systems or archive environments
• Strong knowledge of Linux internals and system debugging
• Understanding of:
  • High-performance file systems
  • NAS/SAN protocols (NFS SMB fibre channel)
  • Metadata management and scaling
  • Multi-tier storage architectures
• Experience analyzing logs across distributed systems.
• Willing and able to come to our office in Centennial CO during core business hours (Tuesday - Thursday 10am-4pm).

Preferred Qualifications

• Experience with shared file systems.
• Knowledge of storage lifecycle management (HSM tiering policy engines).
• Familiarity with scripting (Python Bash).
• Experience in media HPC or large-scale workflow environments.
• Experience leveraging AI tools (e.g. Microsoft Copilot Chatbots or similar technologies) to enhance troubleshooting efficiency and automate analysis.

Soft Skills

• Strong communication and customer-facing skills.
• Ability to lead technical discussions during critical incidents.
• Structured analytical problem solver.
• Collaborative and self-driven.

Quantum provides a diverse portfolio of health plans for medical and prescription dental vision life disability and supplemental medical insurance options. We also support our team members efforts to develop and maintain a healthy lifestyle through reimbursement and educational programs. Quantum offers a company-matched 401(k) plan to help employees save for retirement in a tax-advantaged way. We also have an Employee Stock Purchase Program for purchasing Quantum stock at a discounted rate.

Anticipated Salary Range: $85000 to $110000 for qualified applicants.

The above pay range represents Quantums good faith and reasonable estimate of possible compensation at the time of posting. Pay within the range will be based on a variety of factors including but not limited to relevant experience knowledge/education skills/abilities internal equity and budgetary considerations.

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Required Experience:

IC