Support Engineer EEI

Support Engineer EEI
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.
More than ever before, businesses need to securely move vast amounts of data. Cleo solutions tackles the complexity of getting mission-critical data to the right people who can make prompt data-driven business decisions to better compete. With over 100,000 proven installations worldwide, Cleo offers enterprise integration software that meets the needs of companies of all sizes - from the smallest to the Fortune 500. Cleo, headquartered near Chicago, is rapidly growing while adding incredibly talented professionals to its dedicated worldwide team.
At Cleo, we are not only passionate about helping our customers achieve success, but we are also 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 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
- Create alternate solutions when standard procedures have failed and ensure issues are resolved in a timely fashion
- 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
- IBM I knowledge and experience
- Database knowledge
- Exposure to FTP or AS2 Protocols
- Exposure to any Data Transformation Software
- Experience with Cleo EEI software is a plus
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.