The Senior Support Engineer I, will provide advanced technical assistance in resolving customer issues. This position accepts escalated issues from the Lower Support tiers or directly from customers and works through more complex cases. Within this role, you will verify reported bugs or enhancements before escalating further with the Engineering/Product teams. The Senior Support Engineer I is also responsible for conducting and joining calls with customers as needed or requested and providing written explanations and recommendations regarding technical issues.
What You Will Be Doing
- Deliver accurate, detailed solutions to address advanced technical support issues escalated from Cleo's internal support teams or customers.
- Provide in-depth technical solutions for Cleo Cloud software and its various adapters, boosters & connectors.
- Analyze logs and all pertinent system data to provide proper diagnosis of technical issues.
- Escalate Software bugs or Product Enhancements to internal Engineering/ Product teams.
- Provide verbal and written technical solutions to Customers while communicating status to internal/external stakeholders.
- Conduct and join customer calls to provide technical details and explanations as needed.
Your Qualifications
- Bachelor's degree preferred
- 5+ years of related experience within a software company or comparable industry.
- 3 + years' experience with EDI X12 and EDIFACT Document knowledge.
- 3 + years experience in EDI Data Transformation Tools such as Sterling, Boomi, etc.
- Advanced Communication Protocol Knowledge ((HTTP / SMPT / FTP / SSHFTP)
- Strong working knowledge/understanding of API technology and processes
A few things we have to offer:
- Competitive compensation
- 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
- Representing a company with 4,000+ clients and a 99% retention rate
- Accelerated title and salary growth potential
- A fun and energetic work environment that makes you excited to go to work every day
What the Team is Saying
What We Do
Cleo is an ecosystem integration software company focused on business outcomes, ensuring each customer’s potential is realized by delivering solutions that make it easy to discover and create value through the movement and integration of B2B enterprise data. Cleo gives customers strategic, “outside-in” visibility into the critical end-to-end business flows happening across their ecosystems of partners and customers, marketplaces, and internal cloud and on-premise applications. Our solutions empower teams to drive business agility, accelerate onboarding, facilitate modernization of key business processes, and capture new revenue streams by reimagining and remastering their digital ecosystem through robust application, B2B, and data integration technologies.
Cleo Integration Cloud (CIC) is a cloud-based integration platform, purpose-built to design, build, operate and optimize critical ecosystem integration processes. The CIC platform brings end-to-end integration visibility across API, EDI and non-EDI integrations that gives technical and business users the confidence to rapidly onboard trading partners, enable integration between applications, and accelerate revenue-generating business processes. On the platform, businesses have the choice of self-service, managed services, or a blended approach – ensuring complete flexibility and control over their B2B integration strategy.
Cleo isn't just about EDI, iPaaS, API integration, or managed integration services. Rather we are about blending the best elements of these traditional integration technologies into a single platform, so organizations can connect and transact business across their entire ecosystem with complete confidence.
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.
