Support Engineer
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Support Engineer
at Cleo (US)
Remote - US
Cleo is a cloud integration technology company focused on business outcomes. Every day, we ensure that each one of our 4,000+ customers' potential is realized by delivering solutions that make it easy to discover and create value through the connections and integration of enterprise applications supporting critical workflows. By providing the industry’s most complete and flexible integration offerings, we are helping our clients build trusted relationships across their partner ecosystems today, while providing all the control and visibility they need to advance their business tomorrow. In a nutshell, Cleo is a rapidly growing category leader in ecosystem integration software and we have experienced tremendous growth over recent years.
Cleo touches your everyday life by developing, marketing, and selling integration software that ensures Amazon orders get delivered on time, food is stocked at the grocery store, and your local barista has the coffee beans to make your morning latte. Cleo is redefining the integration market by transforming how organizations transact business with each other with our innovative Ecosystem Integration Platform.
At Cleo, we are not only passionate about helping our customers reach success, we are passionate about our team members. We foster innovation in a thriving, high-velocity work environment. Our team members are among the best and the brightest, working in an environment where strategy, technology, and marketing intersect to create amazing products.
The Position
Cleo’s Cloud support department is looking for a Support Engineer that is dedicated and driven to provide each client with an unparalleled customer experience. This position is responsible for performing technical support for clients and providing resolution analysis on various technical issues.
What you will be doing:
Monitor tickets to ensure Initial Response SLA Agreement is achieved
Troubleshoot translation failures, engage customer, and communicate cause of failure and fix
Troubleshoot, fix, report any issue resulting in data movement delays and failures
Assist & troubleshoot critical issues that denotes infrastructure and/or application related issues impacting the customer base
Escalate urgent problems requiring more in-depth knowledge, when needed
Contribute to knowledge base by documenting best practices to assist in making day to day work more efficient
Work directly with customers via phone, email or remote access to provide world class support
Problem solving and communicating resolutions effectively
Your Qualifications:
Degree in Computer Science, Programming, or related field; Bachelor’s Degree preferred or equivalent experience
Experience providing customer service
Database knowledge
An understanding of Java as most errors you will encounter are Java stack related
Experience with communication protocols such as FTP, SFTP, AS2, HTTP, etc.
Experience with any Data Transformation Software, working knowledge of EDI preferred along with any-to-any data transformation
A few things we have to offer:
Competitive base salary + commission
Great Healthcare + Dental + Vision plans available
Flexible PTO offerings with focus on life-work balance
Culture of support and development
401k match
FSA and HSA options
Employee Assistance Program
Paid Parental Leave
Hybrid work environment
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
Cleo Communications, 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.