Senior System Engineer (Level 3 Support)
About The Position
Iron Mountain is seeking an analytical Senior System Engineer (Level 3 Support) to join our Global Technical Application Support team. In this role, you will serve as a key technical partner for our commercial and US government clients, ensuring the reliability and performance of our cloud-based digital solutions. You will have the opportunity to dive deep into complex application issues, conducting advanced diagnostics and root-cause analysis across cloud and multi-tier architectures. Here, your technical expertise will directly strengthen platform stability while enabling our digital infrastructure to scale for the future.
Requirements
- 5+ years of experience supporting enterprise-level applications, specifically in an advanced (L3) support capacity.
- Strong knowledge of cloud-based platforms, multi-tier architectures, log analysis, and modern observability frameworks (e.g., Datadog, Grafana).
- Proven understanding of IT service delivery frameworks, including Incident, Problem, and Change Management within ServiceNow or JIRA.
- Strong hands-on experience with Linux environments.
- Excellent written and verbal communication skills with the ability to translate complex technical concepts clearly to external customers.
- Bachelor's degree in IT, Computer Science, or equivalent practical work experience.
Nice To Haves
- Exposure to DevOps practices (Docker, Kubernetes, REST APIs), Python scripting, or Content Service Platforms (CSPs) like Alfresco or Hyland is a plus.
Responsibilities
- Lead the resolution of critical Level 3 application incidents by conducting deep root-cause analysis and maintaining direct client ownership through full issue resolution.
- Collaborate with Engineering, DevOps, Product Owners, and Sales teams to troubleshoot issues, enhance platform stability, and onboard new clients.
- Monitor cloud application health, manage system alerts, and participate in shift and on-call rotations to maintain optimal performance and availability.
- Drive process automation and continuous improvement across Incident, Problem, and Change Management workflows.
- Take full ownership of assigned technical projects and deliverables, ensuring execution within target timelines.
Benefits
- Comprehensive health, wellness, and retirement plans
- Flexible vacation plan
- Flexible schedules
- Ongoing training
- Corporate learning resources
- Internal advancement opportunities
- Competitive salary
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What This Job Offers
Job Type
Full-time
Career Level
Senior
