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.