LT ZERO Asia Pacific · 7 hours ago
Support Engineer (L3) - DXi
Englewood, CO
Full-time
Hybrid
Mid, Senior Level
$95K/yr - $115K/yr
5+ years expQuantum is seeking an experienced Level 3 Support Engineer to provide advanced technical escalation and sustaining engineering support for the DXi backup and deduplication storage appliance family. The role involves troubleshooting complex issues, collaborating with engineering teams, and ensuring enterprise customers achieve maximum reliability and performance from their DXi systems.
Information Technology & Services
Responsibilities
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
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
Qualification
Required
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
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
Benefits
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.
Company
LT ZERO Asia Pacific
At LT ZERO, we recognise the pivotal role of data in today’s digital landscape, where it serves as the cornerstone of modern organizations.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase