Support Engineer (L3) - DXi

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.

Key Responsibilities

Advanced Troubleshooting & Escalation

• 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, filesystem metadata, and system performance metrics.

Product Defect Isolation & Engineering Interface

• 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.

Customer Issue 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.

Sustaining Engineering Responsibilities

• 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.

Documentation & Knowledge Transfer

• 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.

Operational Responsibilities

• 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.

Required Qualifications

• 5–10+ years of experience in enterprise support, sustaining engineering, or backup/storage engineering roles.
• Strong knowledge of backup and deduplication technologies, ideally including Quantum DXi, StoreOnce, Data Domain, or similar platforms.
• Deep understanding of:
• Linux internals, command-line tools, and system debugging
• Filesystems, block storage, RAID, and multi-tier storage architectures
• Replication technologies and WAN optimization considerations
• Backup application integration (NetBackup, 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.

Preferred Qualifications

• 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 PowerShell 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.

Soft Skills

• 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 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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