Senior Director, L3 Support

LT ZERO Asia Pacific • Town of Berlin, NY

15h

About The Position

Quantum Corporation leads the world in helping users collaboratively solve some
of the world's 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 an experienced Senior Director, L3 Support to lead escalation
ownership, team performance, and cross-functional alignment across the Quantum
product portfolio. This role is fundamentally about process leadership, people
management, and operational excellence — not individual technical depth. The
right candidate will build and leverage a strong team of product-aligned L3
engineers, establish and enforce consistent support processes, and serve as the
primary connection point between Support, Engineering, and Product Management.

This role is responsible for L3 support execution across all major Quantum
product lines, including:

User Interface (UI) / Platform Services
DXi Backup & Deduplication Appliances
ActiveScale Object Storage
Primary Storage Products

The Director, L3 Support leads a team of product-aligned L3 Support Leads /
Principal L3 Engineers, with one senior L3 engineer owning each product line.
The director's primary contribution is organizational, operational, and
interpersonal — ensuring that technically deep engineers are well-directed,
properly supported, and engaged on the right problems at the right time.
Reporting directly to the Chief Product Officer, this role is a critical senior
leadership function bridging customer experience, engineering execution, and
product quality outcomes.

Requirements

• 15+ years of experience in enterprise support, technical operations, or customer-facing escalation management roles, with at least 3 years in a director-level or senior leadership capacity.
• Proven track record of leading and developing technical support teams in enterprise environments.
• Demonstrated excellence in escalation management and incident response — including Fortune 500 or enterprise-scale customer environments.
• Strong ability to influence without authority across engineering, product, and sales organizations.
• Proficiency in support operations tools including JIRA and Microsoft productivity platforms.
• Solid understanding of KPIs, SLAs, case aging, and support metrics — with a track record of meeting or improving them.
• Experience with cross-functional communication — keeping customers, account teams, engineering, and executives aligned during high-pressure situations.
• Active and proficient user of AI tools (Copilot, ChatGPT, or equivalent) for bridging technical understanding, communication, and productivity.

Nice To Haves

• Experience with enterprise storage, backup, data protection, or infrastructure software support environments.
• Prior experience working in a smaller, startup-like engineering organization where structure and process needed to be built, not just followed.
• Familiarity with agile development processes and how support integrates with engineering sprints and release cycles.
• Experience managing distributed or remote support teams across time zones.
• Track record of representing support functions at the executive level and influencing organizational strategy.

Responsibilities

• Escalation Ownership and Incident Management
• Cross-Functional Influence and Engineering Interface
• Team Management and Development
• Support Operations, Metrics, and Process Discipline
• Customer and Business Engagement
• AI-Augmented Leadership

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed