Essential Duties & Responsibilities
- Lead Critical Incident Response: Serve as the incident commander for P1/P2 incidents, providing clear direction, making real-time decisions, coordinating technical resources, and driving incidents through timely resolution. Maintain a consistent communication cadence to ensure stakeholders remain informed and confident throughout the incident lifecycle.
- Drive Advanced Troubleshooting and Root Cause Analysis: Lead the resolution of complex technical issues across EDI, API, and SFTP environments. Conduct thorough root cause analyses, identify contributing factors, and establish preventive actions that reduce recurring issues and improve first-time resolution.
- Provide Technical Oversight and Delivery Assurance: Monitor active support workloads and proactively intervene when tickets stall, require escalation, or are at risk of breaching SLAs. Ensure alerts and tickets are appropriately owned, prioritized, and progressed through resolution.
- Strengthen Backlog and Case Management: Lead regular backlog reviews, improve queue health, and develop action plans for aging or complex cases. Identify systemic issues and coordinate their end-to-end resolution while driving improvements in ticket quality and documentation.
- Coach and Develop Technical Talent: Mentor engineers on advanced troubleshooting, incident management, root cause analysis, and operational best practices. Serve as a key escalation point for technical guidance and provide ongoing feedback that strengthens team capability and reduces unnecessary escalations.
- Advance Automation and Operational Excellence: Identify opportunities to improve alert tuning, SOP maturity, and automated resolution capabilities. Contribute innovative ideas that leverage AI, automation, and process improvements to reduce operational noise and increase team efficiency.
- Use Data to Drive Continuous Improvement: Monitor operational performance through measures such as P1/P2 MTTR, escalation effectiveness, issue recurrence, backlog aging, ticket quality, automation adoption, and team capability. Use these insights to identify trends and lead continuous improvement initiatives.
AI Fluency Competencies
We embrace AI and emerging technologies as part of how we work, solve problems, and continuously improve. In this role, you’ll be expected to:
- Demonstrate comfort using AI-enabled tools to support day-to-day work and enhance productivity.
- Apply AI thoughtfully to improve efficiency, quality, and decision-making.
- Adapt as AI capabilities, tools, and best practices continue to evolve.
- Identify opportunities to incorporate AI and automation into workflows and processes.
- Use AI responsibly and in accordance with our AI Acceptable Use Policy.
Prerequisites
- 9+ years of relevant experience, including significant hands-on experience with EDI technologies and enterprise integrations.
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent relevant professional experience.
- Deep knowledge of EDI mapping, transformation, and standards, including ANSI X12 and EDIFACT.
- Experience transforming data across EDI, XML, flat-file, and spreadsheet formats.
- Strong knowledge of integration and file transfer protocols, including AS2, FTP/FTPS, SFTP, and HTTP/HTTPS.
- Proven ability to troubleshoot complex integration issues, perform root cause analysis, and develop solutions that prevent recurrence.
- Strong analytical and problem-solving skills with the ability to navigate complex or ambiguous technical challenges.
- Excellent communication and collaboration skills, with the ability to work across technical teams, business stakeholders, and leadership.
- A collaborative approach and willingness to mentor, guide, and support other engineers.
Nice to Have
- Experience in B2B/ EDI Support Role
A few things we offer
- Compensation Range: $70,000 to $80,000 annual salary
- Great Healthcare + Dental + Vision
- Flexible PTO
- Culture of support, encouraging Life-Work balance
- 401k match
- FSA and HSA options
- Employee Assistance Program
- Paid Parental Leave
- Remote work environment
- Accelerated title and salary growth potential
- A fun and energetic work environment that makes you excited to go to work every day
We use artificial intelligence (AI) tools to assist in certain stages of our recruitment process, such as resume screening and candidate matching. These tools are designed to support fair and consistent evaluations. If you have questions about this process or would like to request an alternative assessment method, please contact us at [email protected].
Cleo Communications US, LLC is an equal opportunity/affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by law.
Skills Required
- 9+ years of relevant experience, including significant hands-on experience with EDI technologies and enterprise integrations.
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent relevant professional experience.
- Deep knowledge of EDI mapping, transformation, and standards, including ANSI X12 and EDIFACT.
- Experience transforming data across EDI, XML, flat-file, and spreadsheet formats.
- Strong knowledge of integration and file transfer protocols, including AS2, FTP/FTPS, SFTP, and HTTP/HTTPS.
- Ability to troubleshoot complex integration issues, perform root cause analysis, and develop preventive solutions.
- Strong analytical and problem-solving skills for complex or ambiguous technical challenges.
- Excellent communication and collaboration skills across technical teams, business stakeholders, and leadership.
- Willingness to mentor, guide, and support other engineers.
- Experience in a B2B or EDI support role.
What the Team is Saying
Cleo Compensation & Benefits Highlights
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Healthcare Strength — Health insurance is advertised as comprehensive across medical, dental, and vision with wellness resources; feedback suggests employees appreciate having plan choices and coverage breadth.
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Retirement Support — A 401(k) plan with employer matching is offered, and feedback suggests this is viewed as a meaningful component of total rewards.
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Parental & Family Support — Parental leave, family medical leave, and childcare benefits are publicly listed; feedback suggests the family-oriented focus is a notable attraction.
Cleo Insights
What We Do
Join. Grow. Lead the Future of Supply Chain. At Cleo, we don’t just integrate supply chains—we orchestrate them. As the pioneer and global leader of the Supply Chain Orchestration software category, Cleo is helping thousands of companies around the globe drive transformation, deliver excellence, and shape the future of their global operations. Whether you're joining us from outside or growing within, Cleo is your platform to lead with purpose, innovate with impact, and thrive in a culture that champions your growth. Why Join Us? Strategic Influence: Be at the helm of global supply chain strategy, driving decisions that impact customers, partners, and communities worldwide. Innovation-Driven Culture: Work with the latest in AI, automation, and digital supply chain platforms to solve complex challenges. End-to-End Visibility: Lead across planning, sourcing, logistics, and fulfillment—connecting dots others can’t see. Sustainability at the Core: Help build ethical, transparent, and sustainable supply chains that make a difference. Why Grow with Us? Leadership Development: Access world-class programs, executive mentorship, and rotational opportunities to accelerate your career. Internal Mobility: We prioritize internal talent—your next big opportunity could be just one conversation away. Recognition & Impact: Your ideas matter. Your leadership is visible. Your success is celebrated. Inclusive Community: Thrive in a diverse, collaborative environment where every voice is heard and respected. Our Promise We are a top talent destination for supply chain leaders technology who want to make bold moves, solve real-world problems, and grow without limits. Whether you’re stepping into your first leadership role or scaling new heights, your journey starts here. Cleo … never stops
Why Work With Us
Cleo’s people share a genuine respect for each other and for the future we’re helping our customers to create. Beyond guiding how we act, and more important than driving us to deliver solutions that help our company and our customers succeed, our core focus on Appreciation creates something even more essential, for everyone: enduring value.
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Cleo Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
