Support Engineer (L3) - File Storage

LT ZERO Asia Pacific•Centennial, CO

10h•$85,000 - $110,000•Hybrid

About The Position

Quantum Corp. 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 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.

Requirements

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
Understanding of NAS/SAN protocols (NFS, SMB, fibre channel)
Understanding of metadata management and scaling
Understanding of 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).

Nice To Haves

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

Responsibilities

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.
Reproduce, isolate, and document product defects with full diagnostic context.
Work L1, L2 support and engineering teams to validate fixes, improve diagnostics and observability, and enhance product reliability and performance.
Participate in defect triage and drive issues through 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), and system configuration and optimization.
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.
Create or maintain root cause analysis and documentation, knowledge base articles, and internal training guides.
Mentor L1/L2 teams and drive escalation quality improvements.
Participate in on-call rotation for mission-critical environments.
Assist with readiness validation for new product releases, patches, and maintenance updates.