Position Overview
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.
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Experience using CRM and ticketing platforms such as Salesforce, Zendesk, or ServiceNow.
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Demonstrated ability to use AI-powered tools (e.g., Microsoft Copilot, ChatGPT, Gemini, or similar technologies) to enhance productivity and problem solving.
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Understanding of prompt engineering fundamentals and effective AI-assisted research techniques.
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Ability to evaluate, verify, and refine AI-generated outputs to ensure accuracy and quality.
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Curiosity and willingness to continuously learn and adopt emerging AI technologies.
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Commitment to responsible and secure use of AI tools in accordance with company policies and customer data protection requirements.
We use artificial intelligence (AI) tools to assist in certain stages of our recruitment process, such as resume screening and candidate matching. These tools are designed to support fair and consistent evaluations. If you have questions about this process or would like to request an alternative assessment method, please contact us at hr@cleo.com.
Cleo Communications US, 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.
