[Hiring] Senior Support Engineer I @Cleo (US)

Role Description

We’re looking for an experienced EDI and integration professional who thrives on solving complex technical challenges and improving how support teams operate. You’ll serve as a trusted escalation point for critical incidents and complex issues across EDI, APIs, and SFTP while helping ensure problems are resolved thoroughly and recurring issues are addressed at their source. You’ll also share your expertise with other engineers, strengthen support processes, and identify opportunities to use automation and AI to improve efficiency, reliability, and the customer experience.

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

• 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.

Qualifications

• 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

Benefits

• 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