Senior System Engineer (Level 3 Support)
About this role
At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.
We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.
Are you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.
THE OPPORTUNITY
Title: Senior System Engineer (Level 3 Support)
Job Summary
Iron Mountain is seeking an analytical Senior System Engineer (Level 3 Support) to join our Global Technical Application Support team.
In this role, you will serve as a key technical partner for our commercial and US government clients, ensuring the reliability and performance of our cloud-based digital solutions. You will have the opportunity to dive deep into complex application issues, conducting advanced diagnostics and root-cause analysis across cloud and multi-tier architectures. Here, your technical expertise will directly strengthen platform stability while enabling our digital infrastructure to scale for the future.
What You’ll Do
In this role, you will:
Lead the resolution of critical Level 3 application incidents by conducting deep root-cause analysis and maintaining direct client ownership through full issue resolution.
Collaborate with Engineering, DevOps, Product Owners, and Sales teams to troubleshoot issues, enhance platform stability, and onboard new clients.
Monitor cloud application health, manage system alerts, and participate in shift and on-call rotations to maintain optimal performance and availability.
Drive process automation and continuous improvement across Incident, Problem, and Change Management workflows.
Take full ownership of assigned technical projects and deliverables, ensuring execution within target timelines.
What You’ll Bring
The ideal candidate will have:
5+ years of experience supporting enterprise-level applications, specifically in an advanced (L3) support capacity.
Strong knowledge of cloud-based platforms, multi-tier architectures, log analysis, and modern observability frameworks (e.g., Datadog, Grafana).
Proven understanding of IT service delivery frameworks, including Incident, Problem, and Change Management within ServiceNow or JIRA.
Strong hands-on experience with Linux environments.
Excellent written and verbal communication skills with the ability to translate complex technical concepts clearly to external customers.
Exposure to DevOps practices (Docker, Kubernetes, REST APIs), Python scripting, or Content Service Platforms (CSPs) like Alfresco or Hyland is a plus.
Bachelor's degree in IT, Computer Science, or equivalent practical work experience.
What We Offer:
Day-One Benefits: Enjoy comprehensive health, wellness, and retirement plans with robust benefits starting on your first day of employment.
Empowering Your Balance: Flexible vacation plan and flexible schedules to support your personal and professional well-being.
Continuous Career Development: Elevate your skills through ongoing training, corporate learning resources, and internal advancement opportunities on a global scale.
Compensation & Care: Competitive salary commensurate with your experience, paired with a comprehensive company-wide benefits package.