Customer Support Engineer I

May 26, 2026

Location: Romania Department: Customer Support Reports to: Manager of Support & Services<h6>Role Overview</h6>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.<h6>What You'll Do</h6><ul><li>Provide global, customer-facing support for Superna software through tickets and remote troubleshooting sessions.</li><li>Diagnose, document, and resolve software or configuration issues following established procedures.</li><li>Escalate complex issues appropriately while maintaining ownership of customer communication.</li><li>Document solutions and contribute to the internal knowledge base.</li><li>Participate in shift rotations and internal team training sessions.</li></ul><h6>The Skills and Knowledge You Bring</h6>Required:<ul><li>Hands-on experience with Dell EMC Isilon/PowerScale or PowerStore, including administration, configuration, and troubleshooting in production environments.</li><li>Working knowledge of enterprise NAS concepts: SMB/CIFS, NFS, access zones, storage pools, and data protection policies.</li><li>Foundational understanding of Linux, networking, and troubleshooting.</li><li>Familiarity with DNS, Active Directory, NFS, and Windows systems.</li><li>Strong written and verbal communication skills and attention to detail.</li></ul>Preferred:<ul><li>Experience with OneFS architecture or distributed file system concepts.</li><li>Familiarity with additional storage platforms such as Pure Storage, or VAST Knowledge of database querying (SQL/PostgreSQL).</li><li>Experience in a customer-facing technical support or field engineering role.</li></ul><h6>What Success Looks Like</h6><ul><li>Deliver timely, professional, and customer-focused support aligned with Superna's support standards and SLAs.</li><li>Build strong troubleshooting capabilities across Superna products, Linux environments, networking, and customer infrastructure.</li><li>Consistently maintain clear communication and ownership throughout the customer support experience, even during escalations.</li><li>Collaborate effectively with globally distributed Support and Services teams across Romania, India, and Canada to ensure seamless customer outcomes.</li><li>Demonstrate continuous learning and growth by expanding product knowledge, improving technical depth, and contributing to internal documentation and knowledge sharing.</li><li>Maintain accurate case documentation, troubleshooting notes, and resolution details to improve team efficiency and customer experience.</li><li>Contribute positively to team culture by being dependable, collaborative, and customer-obsessed in day-to-day interactions.</li><li>Support customer success by helping users maximize the value of Superna solutions while building trust and long-term relationships.</li></ul><h6>Superna’s Perks & Quirks</h6><ul><li>Flexible remote-first work environment with globally distributed teammates across Romania, India, and Canada.</li><li>Opportunity to work with enterprise customers protecting critical data environments around the world.</li><li>Collaborative, team-first culture where Support and Services work closely together to solve problems and help customers succeed.</li><li>Exposure to modern enterprise technologies including Linux, networking, storage, cybersecurity, and cloud-adjacent environments.</li><li>Fast-paced environment where curiosity, ownership, and continuous learning are highly valued.</li><li>Work alongside experienced technical professionals who are invested in mentorship and knowledge sharing.</li><li>We believe great customer experiences come from strong teamwork, accountability, and people who genuinely care about helping others succeed.</li><li>B2B contract structure designed for professionals seeking flexibility while being part of a highly collaborative global organization.</li></ul>

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Customer Support Engineer I

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