The Support Engineer I serves as the first point of contact for Cleo customers, providing exceptional technical assistance and ensuring a positive customer experience. This role is responsible for troubleshooting, diagnosing, and resolving software-related issues while guiding customers through product use, configuration, and best practices.
The ideal candidate combines strong technical aptitude, customer-centric problem solving, and a continuous learning mindset. As an AI-forward organization, Cleo expects team members to effectively leverage AI-powered tools and automation to improve productivity, accelerate issue resolution, and enhance the customer experience.
Customer Support & Issue Resolution
- Serve as the primary point of contact for customers via phone, email, chat, and remote support sessions.
- Deliver exceptional customer service by responding promptly, professionally, and empathetically to customer inquiries and technical issues.
- Troubleshoot and resolve issues related to software installation, configuration, licensing, upgrades, integrations, and day-to-day product usage.
- Analyze customer-reported issues, identify root causes, and provide timely, effective solutions.
Case Management & Escalation
- Monitor assigned support queues and manage cases in accordance with established service level agreements (SLAs).
- Document troubleshooting steps, resolutions, and customer communications accurately within support systems.
- Escalate complex or high-priority issues to senior engineers and cross-functional teams while maintaining ownership of customer communications.
Knowledge Management
- Utilize and contribute to Cleo's Solution Center, Knowledge Base, and internal documentation resources.
- Identify recurring customer issues and recommend improvements to support documentation, processes, and product functionality.
- Share knowledge and best practices with team members to continuously improve support effectiveness.
AI & Continuous Improvement
- Leverage AI-powered tools to accelerate troubleshooting, knowledge discovery, case summarization, and solution development.
- Apply critical thinking to validate AI-generated recommendations and ensure technical accuracy.
- Identify opportunities to automate repetitive tasks and improve support efficiency through AI and workflow automation technologies.
- Stay current on emerging AI capabilities and incorporate them responsibly into daily work practices.
Your Qualifications
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, or related field, OR 1+ years of technical support, help desk, or customer-facing technical experience.
- Strong customer service orientation with a passion for helping customers succeed.
- Basic understanding of Windows and Linux operating systems.
- Foundational networking knowledge, including TCP/IP, DNS, firewalls, and connectivity troubleshooting.
- General software lifecycle knowledge, including installation, configuration, upgrades, migrations, and removal.
- Experience with communication protocols such as HTTP, HTTPS, SMTP, FTP, SFTP, and SSH.
- Strong written and verbal communication skills.
- Ability to prioritize multiple issues and work effectively in a fast-paced environment.
Preferred Qualifications
- Experience supporting SaaS applications.
- Exposure to EDI, managed file transfer (MFT), integration platforms, or supply chain technologies.
- Familiarity with cloud platforms such as Microsoft Azure, AWS, or Google Cloud.
- Basic SQL, scripting, or automation experience.
- Experience using CRM and ticketing platforms such as Salesforce, Zendesk, or ServiceNow.
- Demonstrated ability to use AI-powered tools (e.g., Microsoft Copilot, ChatGPT, Gemini, or similar technologies) to enhance productivity and problem solving.
- Understanding of prompt engineering fundamentals and effective AI-assisted research techniques.
- Ability to evaluate, verify, and refine AI-generated outputs to ensure accuracy and quality.
- Curiosity and willingness to continuously learn and adopt emerging AI technologies.
- Commitment to responsible and secure use of AI tools in accordance with company policies and customer data protection requirements.
A few things we have to offer:
- Competitive compensation (range for this role is $65,000-$75,000)
- 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
Skills Required
- Bachelor's degree in Information Technology, Computer Science, or related field OR 1+ years of technical support, help desk, or customer-facing technical experience.
- Strong customer service orientation with a passion for helping customers succeed.
- Basic understanding of Windows and Linux operating systems.
- Foundational networking knowledge, including TCP/IP, DNS, firewalls, and connectivity troubleshooting.
- General software lifecycle knowledge, including installation, configuration, upgrades, migrations, and removal.
- Experience with communication protocols such as HTTP, HTTPS, SMTP, FTP, SFTP, and SSH.
- Strong written and verbal communication skills.
- Ability to prioritize multiple issues and work effectively in a fast-paced environment.
- Experience supporting SaaS applications.
- Exposure to EDI, managed file transfer (MFT), integration platforms, or supply chain technologies.
- Familiarity with cloud platforms such as Microsoft Azure, AWS, or Google Cloud.
- Basic SQL, scripting, or automation experience.
- Experience using CRM and ticketing platforms such as Salesforce, Zendesk, or ServiceNow.
- Demonstrated ability to use AI-powered tools (e.g., Microsoft Copilot, ChatGPT, Gemini) to enhance productivity and problem solving.
- Understanding of prompt engineering fundamentals and effective AI-assisted research techniques.
- Ability to evaluate, verify, and refine AI-generated outputs to ensure accuracy and quality.
- Commitment to responsible and secure use of AI tools in accordance with company policies and customer data protection requirements.
What the Team is Saying
Cleo Compensation & Benefits Highlights
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Healthcare Strength — Company materials highlight great medical, dental, and vision coverage on the careers page. The offering is positioned as a comprehensive core benefit.
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Retirement Support — A 401(k) with company match is explicitly listed as part of the package. Feedback suggests this match is a meaningful component of total rewards.
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Leave & Time Off Breadth — Unlimited PTO and flexible/remote arrangements are promoted as part of work–life balance. Feedback suggests these policies provide broad time‑off flexibility.
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.
