Support Engineer; L3 - DXi

Quantum

Job Category: SVC - SW Tech Support

Requisition Number: SUPPO
002366

Schedule:

Full-Time

Location:

Centennial, CO 80112, USA

Quantum is seeking an experienced Level 3 (L3) Support Engineer to provide advanced technical escalation and sustaining engineering support for the DXi backup and deduplication storage appliance family
. As a key member of the DXi engineering support organization, you will troubleshoot the most complex issues in large-scale backup environments, interface directly with Engineering, and ensure that enterprise customers achieve maximum reliability and performance from their DXi systems.

• Serve as the highest-level technical escalation point for DXi systems, supporting L1/L2 technicians, field engineers, and enterprise customers.
• Diagnose and resolve complex issues involving deduplication, replication, VTL, NAS/OST paths, multi-node configurations, performance bottlenecks, and backup application interoperability.
• Perform deep-dive analysis of logs, traces, core dumps, replication states, file system metadata, and system performance metrics.

• Isolate product defects, reproduce customer issues, and create detailed engineering bug reports with full diagnostic context.
• Work closely with DXi software and hardware engineering teams to validate fixes, enhance diagnostics, and improve product stability.
• Participate in defect triage and drive issues through resolution.

• Assist directly with high-severity incidents (SEV1/critical outages), providing expert guidance during customer recovery efforts.
• Support complex deployments involving multi-site replication, cloud-tiering, or large enterprise backup infrastructures.
• Collaborate with customers and field teams to optimize system configuration, dedupe performance, and backup integration.

• Contribute to fix validation, patch testing, and release readiness for maintenance updates and new software versions.
• Develop diagnostic tooling, automation scripts, and repeatable procedures to accelerate issue resolution.
• Identify systemic issues and partner with Engineering to drive long-term product improvements.

• Create and maintain detailed knowledge base articles, troubleshooting runbooks, RCA documents, and internal training materials.
• Provide mentorship and escalation training for L1/L2 support teams globally.
• Improve internal processes to strengthen cross-team communication and support efficiency.

• Participate in the on-call rotation to support mission-critical customer environments.
• Provide input to product management on supportability, customer pain points, and field priorities.

• 510+ years of experience in enterprise support, sustaining engineering, or backup/storage engineering roles.
• Strong knowledge of backup and deduplication technologies
  , ideally including Quantum DXi, Store Once, Data Domain, or similar platforms.
• Deep understanding of Linux internals, command-line tools, and system debugging;
  File systems, block storage, RAID, and multi-tier storage architectures;
  Replication technologies and WAN optimization considerations;
  Backup application integration (Net Backup, Commvault, Veeam, TSM/Spectrum Protect, etc.).
• Strong understanding of network protocols (TCP/IP, NFS, CIFS/SMB, FC, iSCSI, OST, VTL).
• Proven ability to analyze large volumes of logs and correlate multi-component events.

• Hands-on experience with DXi appliances
  , Quantum backup workflows, or deduplication algorithm fundamentals.
• Knowledge of cloud storage integration (AWS, Azure, S3-based cloud tiering).
• Familiarity with scripting languages such as Python, Bash, or Power Shell for test automation or tooling.
• Experience working directly with software engineering teams or in a sustaining engineering environment.
• Relevant certifications: RHCE, Linux+, Storage+ or backup vendor certifications.

• Strong communication skills for interaction with enterprise customers, engineering, and management.
• Calm, structured problem solver during critical incidents and high-pressure situations.
• Collaborative team player who can influence and guide cross-functional support discussions.

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: $95,000 to $115,000 for qualified applicants.

The above pay range represents Quantum's good faith and reasonable estimate of possible compensation at the time…