Support Engineer I

About this role

<div class="section page-centered"> <p> </p> <div class="x_elementToProof"><strong data-olk-copy-source="MessageBody">Position Overview</strong></div> <div class="x_elementToProof">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.</div> <div class="x_elementToProof">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.</div> <hr> <div class="x_elementToProof"><strong>Customer Support & Issue Resolution</strong></div> <ul> <li>Serve as the primary point of contact for customers via phone, email, chat, and remote support sessions.</li> <li>Deliver exceptional customer service by responding promptly, professionally, and empathetically to customer inquiries and technical issues.</li> <li>Troubleshoot and resolve issues related to software installation, configuration, licensing, upgrades, integrations, and day-to-day product usage.</li> <li>Analyze customer-reported issues, identify root causes, and provide timely, effective solutions.</li> </ul> <div class="x_elementToProof"><strong>Case Management & Escalation</strong></div> <ul> <li>Monitor assigned support queues and manage cases in accordance with established service level agreements (SLAs).</li> <li>Document troubleshooting steps, resolutions, and customer communications accurately within support systems.</li> <li>Escalate complex or high-priority issues to senior engineers and cross-functional teams while maintaining ownership of customer communications.</li> </ul> <div class="x_elementToProof"><strong>Knowledge Management</strong></div> <ul> <li>Utilize and contribute to Cleo's Solution Center, Knowledge Base, and internal documentation resources.</li> <li>Identify recurring customer issues and recommend improvements to support documentation, processes, and product functionality.</li> <li>Share knowledge and best practices with team members to continuously improve support effectiveness.</li> </ul> <div class="x_elementToProof"><strong>AI & Continuous Improvement</strong></div> <ul> <li>Leverage AI-powered tools to accelerate troubleshooting, knowledge discovery, case summarization, and solution development.</li> <li>Apply critical thinking to validate AI-generated recommendations and ensure technical accuracy.</li> <li>Identify opportunities to automate repetitive tasks and improve support efficiency through AI and workflow automation technologies.</li> <li>Stay current on emerging AI capabilities and incorporate them responsibly into daily work practices.</li> </ul> <hr> <div class="x_elementToProof"><strong>Your Qualifications</strong></div> <div class="x_elementToProof"><strong>Required Qualifications</strong></div> <ul> <li>Bachelor's degree in Information Technology, Computer Science, or related field, OR 1+ years of technical support, help desk, or customer-facing technical experience.</li> <li>Strong customer service orientation with a passion for helping customers succeed.</li> <li>Basic understanding of Windows and Linux operating systems.</li> <li>Foundational networking knowledge, including TCP/IP, DNS, firewalls, and connectivity troubleshooting.</li> <li>General software lifecycle knowledge, including installation, configuration, upgrades, migrations, and removal.</li> <li>Experience with communication protocols such as HTTP, HTTPS, SMTP, FTP, SFTP, and SSH.</li> <li>Strong written and verbal communication skills.</li> <li>Ability to prioritize multiple issues and work effectively in a fast-paced environment.</li> </ul> <div class="x_elementToProof"><strong>Preferred Qualifications</strong></div> <ul> <li>Experience supporting SaaS applications.</li> <li>Exposure to EDI, managed file transfer (MFT), integration platforms, or supply chain technologies.</li> <li>Familiarity with cloud platforms such as Microsoft Azure, AWS, or Google Cloud.</li> <li>Basic SQL, scripting, or automation experience.</li> <li> <div class="x_elementToProof">Experience using CRM and ticketing platforms such as Salesforce, Zendesk, or ServiceNow.</div> </li> <li> <div class="x_elementToProof">Demonstrated ability to use AI-powered tools (e.g., Microsoft Copilot, ChatGPT, Gemini, or similar technologies) to enhance productivity and problem solving.</div> </li> <li> <div class="x_elementToProof">Understanding of prompt engineering fundamentals and effective AI-assisted research techniques.</div> </li> <li> <div class="x_elementToProof">Ability to evaluate, verify, and refine AI-generated outputs to ensure accuracy and quality.</div> </li> <li> <div…