Customer Support Engineer I
Location: Romania Department: Customer Support Reports to: Manager of Support & Services Role Overview The Customer Support Engineer I provides first-line technical support for Superna customers across enterprise storage environments, including Dell EMC Isilon/PowerScale, PowerStore, and related NAS platforms. Superna's products integrate deeply with Dell EMC Isilon/PowerScale environments, and this role will support customers running those platforms day-to-day. This role focuses on building strong diagnostic, communication, and documentation skills while adhering to support processes and SLAs.
What You'll Do
Provide global, customer-facing support for Superna software through tickets and remote troubleshooting sessions. Diagnose, document, and resolve software or configuration issues following established procedures. Escalate complex issues appropriately while maintaining ownership of customer communication. Document solutions and contribute to the internal knowledge base. Participate in shift rotations and internal team training sessions. The Skills and Knowledge You Bring Required: Hands-on experience with Dell EMC Isilon/PowerScale or PowerStore, including administration, configuration, and troubleshooting in production environments. Working knowledge of enterprise NAS concepts: SMB/CIFS, NFS, access zones, storage pools, and data protection policies. Foundational understanding of Linux, networking, and troubleshooting. Familiarity with DNS, Active Directory, NFS, and Windows systems. Strong written and verbal communication skills and attention to detail. Preferred: Experience with OneFS architecture or distributed file system concepts. Familiarity with additional storage platforms such as Pure Storage, or VAST Knowledge of database querying (SQL/PostgreSQL). Experience in a customer-facing technical support or field engineering role. What Success Looks Like Deliver timely, professional, and customer-focused support aligned with Superna's support standards and SLAs. Build strong troubleshooting capabilities across Superna products, Linux environments, networking, and customer infrastructure. Consistently maintain clear communication and ownership throughout the customer support experience, even during escalations. Collaborate effectively with globally distributed Support and Services teams across Romania, India, and Canada to ensure seamless customer outcomes. Demonstrate continuous learning and growth by expanding product knowledge, improving technical depth, and contributing to internal documentation and knowledge sharing. Maintain accurate case documentation, troubleshooting notes, and resolution details to improve team efficiency and customer experience. Contribute positively to team culture by being dependable, collaborative, and customer-obsessed in day-to-day interactions. Support customer success by helping users maximize the value of Superna solutions while building trust and long-term relationships. Superna’s Perks & Quirks Flexible remote-first work environment with globally distributed teammates across Romania, India, and Canada. Opportunity to work with enterprise customers protecting critical data environments around the world. Collaborative, team-first culture where Support and Services work closely together to solve problems and help customers succeed. Exposure to modern enterprise technologies including Linux, networking, storage, cybersecurity, and cloud-adjacent environments. Fast-paced environment where curiosity, ownership, and continuous learning are highly valued. Work alongside experienced technical professionals who are invested in mentorship and knowledge sharing. We believe great customer experiences come from strong teamwork, accountability, and people who genuinely care about helping others succeed. B2B contract structure designed for professionals seeking flexibility while being part of a highly collaborative global organization.