Senior System Engineer (Level 3 Support)

About the role

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.

Responsibilities

• 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.

Requirements

• 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.

Benefits

• 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.