Support Engineer (L3) - ActiveScale

Quantum Corp. leads the world in helping users collaboratively solve some of the worlds 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 join our ActiveScale object storage engineering team. 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 the ActiveScale product line. This position requires deep expertise in distributed storage systems, cloud/object storage architectures, Linux environments, and strong diagnostic ability.

Key Responsibilities

Advanced Technical Escalation

• Act as the highest-level support contact for ActiveScale, managing escalations from L1/L2 support and field teams.
• Troubleshoot highly complex issues involving object storage, distributed systems, data durability, erasure coding, replication, networking, and system performance.
• Use log analysis, tracing, packet captures, and internal debugging tools to identify root causes.

Bug Isolation & Engineering Interface

• Reproduce, isolate, and document product defects; file high-quality engineering tickets with full diagnostic details.
• Work directly with the ActiveScale development team to verify fixes, provide field insights, and influence long-term product reliability.
• Participate in defect triage and drive issues to resolution.

Customer Issue Resolution

• Provide hands-on support for critical customer deployments, including remote troubleshooting and, when necessary, on-site assistance.
• Offer guidance and best practices for architecture, scaling, performance tuning, and upgrades.
• Participate in customer calls for high-severity incidents and ensure timely, accurate communication.

Sustaining Engineering & Product Improvements

• Develop and refine diagnostic tools, automation scripts, and procedures to improve support efficiency.
• Identify recurring issues and partner with Engineering to drive systemic improvements.
• Contribute to long-term supportability initiatives, including telemetry, observability, and self-healing capabilities.

Knowledge & Documentation

• Create and maintain deep technical documentation, runbooks, root-cause analyses, and internal training materials.
• Mentor L1/L2 support engineers and share expertise across global teams.
• Contribute to the knowledge base with detailed solution articles.

On-Call & Operational Readiness

• Participate in an on-call rotation for high-severity events.
• Assist with readiness validation for new product releases, patches, and maintenance updates.

Required Qualifications

• 5-10+ years experience in enterprise storage, distributed systems, or Linux-based engineering/support roles.
• Strong expertise in object storage systems (ActiveScale, Scality, MinIO, ECS, Ceph, Swift, etc.).
• Deep proficiency with Linux (RHEL/CentOS/Ubuntu) internals, shell scripting, and system debugging.
• Strong knowledge of networking (TCP/IP, DNS, routing, load balancing, VLANs, multicast, jumbo frames).
• Solid understanding of S3 APIs, REST protocols, and cloud storage semantics.
• Experience troubleshooting complex failures across hardware, firmware, OS, and distributed software layers.
• Ability to analyze large log sets and correlate events across multiple components.
• Willing and able to come to our office in Centennial, CO during core business hours (Tuesday - Thursday 10am-4pm).

Preferred Qualifications

• Experience with ActiveScale or similar large-scale erasure-coding object stores.
• Knowledge of Java, Python, or Go for tooling and test automation.
• Background in Sustaining Engineering or customer-facing technical escalation roles.
• Certifications: Linux+, AWS S3/Solutions Architect (helpful but not required).
• Experience leveraging AI tools (e.g., Microsoft Copilot, Chatbots, or similar technologies) to enhance troubleshooting efficiency and automate analysis.

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 Quantums 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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