Quantum is seeking a highly skilled Level 3 (L3) Support Engineer to support the StorNext and Xcellis file storage platforms. In 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

• 5-10+ 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: $85,000 to $110,000 for qualified applicants.

The above pay range represents Quantum's 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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