Job Details
Description
Quantum Corporation 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 Senior Director, L3 Support to lead escalation ownership, team performance, and cross-functional alignment across the Quantum product portfolio. This role is fundamentally about process leadership, people management, and operational excellence — not individual technical depth. The right candidate will build and leverage a strong team of product-aligned L3 engineers, establish and enforce consistent support processes, and serve as the primary connection point between Support, Engineering, and Product Management.
This role is responsible for L3 support execution across all major Quantum product lines, including:
- User Interface (UI) / Platform Services
- DXi Backup & Deduplication Appliances
- ActiveScale Object Storage
- Primary Storage Products
The Director, L3 Support leads a team of product-aligned L3 Support Leads / Principal L3 Engineers, with one senior L3 engineer owning each product line. The director's primary contribution is organizational, operational, and interpersonal — ensuring that technically deep engineers are well-directed, properly supported, and engaged on the right problems at the right time. Reporting directly to the Chief Product Officer, this role is a critical senior leadership function bridging customer experience, engineering execution, and product quality outcomes.
Key Responsibilities
Escalation Ownership and Incident Management
- Serve as the escalation authority and process owner for L3 support across all Quantum products, supporting L1/L2 support teams, development engineering, and enterprise customers.
- Lead the organizational response to SEV1 and business-critical customer incidents — driving urgency, coordination, and clear communication rather than personal technical resolution.
- Ensure consistent escalation standards, case ownership accountability, and resolution discipline across all product lines.
- Keep all parties — customers, account teams, engineering, and executives — informed throughout high-pressure situations through structured, calm, and timely communication.
- Know when to escalate to engineering and when to shield engineering from unnecessary interruptions; protect engineering focus while ensuring customers receive timely resolution.
Cross-Functional Influence and Engineering Interface
- Act as the primary L3 support interface to Engineering and Product Management.
- Advocate for customer impact and support team needs within engineering prioritization discussions — influence without direct authority.
- Drive defect isolation and documentation quality so engineering receives clean, actionable problem reports.
- Negotiate priorities with Engineering and Sustaining teams to close support cases, calm customers, and drive RE resolutions in a timely manner.
- Represent field trends, recurring issues, and systemic quality gaps to Product Management through structured feedback.
Team Management and Development
- Provide day-to-day direction and strategic oversight of the L3 support function — escalation intake, workload distribution, cross-product coordination, and team performance.
- Hire, onboard, and develop L3 Support Leads and Principal Engineers; build a team with the technical depth the director does not need to personally possess.
- Coach engineers and team leads to elevate their diagnostic skills, communication quality, and case management discipline.
- Create a culture of accountability, continuous improvement, and customer-first problem solving.
- Identify training needs, develop skills, and build bench strength for sustained team performance.
- Represent the L3 Support function at the director level in cross-functional forums, executive briefings, and strategic planning discussions.
Support Operations, Metrics, and Process Discipline
- Define, track, and continuously improve the KPIs and SLAs that govern L3 support performance.
- Manage case aging, escalation tracking, and SLA compliance across all product lines using tools including JIRA and Microsoft platforms.
- Run structured status reviews, dashboards, and reporting cadences to maintain visibility for leadership and stakeholders.
- Develop and enforce consistent L3 processes including escalation workflows, handover procedures (including time-zone transitions), and root cause analysis (RCA) practices.
- Lead post-incident reviews and ensure learnings are captured and acted upon.
Customer and Business Engagement
- Engage directly with enterprise customers during critical escalations, providing calm senior leadership and clear communication throughout.
- Support multi-product, large-scale customer environments across backup, object storage, and primary storage solutions.
- Provide structured feedback to Product Management on customer pain points, field quality trends, and product improvement opportunities.
AI-Augmented Leadership
- Actively use AI tools (Copilot, ChatGPT, and similar) to bridge technical knowledge gaps, accelerate issue triage understanding, assist with communication and documentation, and improve team productivity.
- Model and promote AI tool adoption within the L3 team as a force multiplier for both management and engineering workflows.
- Use AI to stay current on relevant technical concepts and to prepare for and participate in technical discussions alongside engineering teams.
Required Qualifications
- 15+ years of experience in enterprise support, technical operations, or customer-facing escalation management roles, with at least 3 years in a director-level or senior leadership capacity.
- Proven track record of leading and developing technical support teams in enterprise environments.
- Demonstrated excellence in escalation management and incident response — including Fortune 500 or enterprise-scale customer environments.
- Strong ability to influence without authority across engineering, product, and sales organizations.
- Proficiency in support operations tools including JIRA and Microsoft productivity platforms.
- Solid understanding of KPIs, SLAs, case aging, and support metrics — with a track record of meeting or improving them.
- Experience with cross-functional communication — keeping customers, account teams, engineering, and executives aligned during high-pressure situations.
- Active and proficient user of AI tools (Copilot, ChatGPT, or equivalent) for bridging technical understanding, communication, and productivity.
Preferred Qualifications
- Experience with enterprise storage, backup, data protection, or infrastructure software support environments.
- Prior experience working in a smaller, startup-like engineering organization where structure and process needed to be built, not just followed.
- Familiarity with agile development processes and how support integrates with engineering sprints and release cycles.
- Experience managing distributed or remote support teams across time zones.
- Track record of representing support functions at the executive level and influencing organizational strategy.
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 Annual Salary Range: $140,000 - $180,000 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 or outside of 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.
