Support Engineer (L3) - Tape & Archive

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 an experienced Level 3 (L3) Support Engineer to support enterprise tape and archive storage environments. In this role, you will serve as the technical escalation point for complex customer issues, working closely with Support and Engineering to ensure the stability, reliability, and performance of archive and long-term data storage solutions. This position requires strong experience in storage hardware, Linux environments, and advanced troubleshooting.

Key Responsibilities

Advanced Troubleshooting & Escalation

• Serve as the highest-level of technical support for tape environments.
• Diagnose complex issues involving:
  • Tape drives, libraries and robotics
  • Media health and lifecycle
  • Library partitioning and configuration
  • Connectivity (Fibre Channel, SAS)
  • Archive workflow performance (throughput, mount latency)
• Analyze logs, hardware diagnostics, environmental factors and system behavior to resolve cases and identify root cases.

Product Defect Isolation & Engineering Interface

• Isolate issues between:
  • Hardware
  • Firmware
  • Software integrations
• Reproduce issues where possible and work with Engineering and hardware teams to resolve defects.

Customer Issue Resolution

• Support critical archive and data protection environments.
• Provide guidance on:
  • Tape performance expectations
  • Media management strategies
  • Archive architecture and scalability
  • Security features (Active Vault, Ransom Block)

Ongoing Engineering Collaboration

• Assist with validation of firmware updates and system improvements.
• Develop best practices and troubleshooting procedures for archive environments.
• Identify recurring issues and improve resolution processes.

Documentation & Knowledge Transfer

• Create or Collaborate:
  • Tape troubleshooting runbooks
  • RCA reports
  • Best practice documents
• Educate support teams on:
  • Product or support case knowledge to enable L1/L2 support teams to resolve cases before reaching the L3 team

Operational Responsibilities

• Participate in on-call rotation for high-impact archive systems.
• Support mission-critical data retention environments.

Required Qualifications

• 5–10+ years in enterprise storage, hardware systems, or archive environments
• Understanding of:
  • Tape technologies (LTO)
  • Storage hardware and media
  • Fibre Channel or SAS connectivity
• Experience troubleshooting hardware/software interactions
• Willing and able to come to our office in Centennial, CO during core business hours (Tuesday - Thursday 10am-4pm).

Preferred Qualifications 

• Experience with tape libraries or archive storage environments.
• Knowledge of archive workflows (StorNext, object storage, backup systems).
• Familiarity with data lifecycle and compliance storage.
• Scripting or automation experience.

Soft Skills

• Strong diagnostic and analytical mindset.
• Ability to separate hardware vs software issues quickly.
• Clear communication with customers and internal teams.
• Ability to handle high-pressure situations calmly.

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: $85,000 to $110,000 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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