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Senior Support Engineer I

2 months ago

Boise, United States Cleo Full time

Senior Support Engineer I

Remote - USA

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.

The Senior Support Engineer I, will provide advanced technical assistance in resolving customer issues. This position accepts escalated issues from the Lower Support tiers or directly from customers and works through more complex cases. Within this role, you will verify reported bugs or enhancements before escalating further with the Engineering/Product teams. The Senior Support Engineer I is also responsible for conducting and joining calls with customers as needed or requested and providing written explanations and recommendations regarding technical issues.

What You Will Be Doing

  • Deliver accurate, detailed solutions to address advanced technical support issues escalated from Cleo’s internal support teams or customers.

  • Provide in-depth technical solutions for Cleo Cloud software and its various adapters, boosters & connectors.

  • Analyze logs and all pertinent system data to provide proper diagnosis of technical issues.

  • Escalate Software bugs or Product Enhancements to internal Engineering/ Product teams.

  • Provide verbal and written technical solutions to Customers while communicating status to internal/external stakeholders.

  • Conduct and join customer calls to provide technical details and explanations as needed.

Your Qualifications

  • Bachelor’s degree preferred

  • 5+ years of related experience within a software company or comparable industry.

  • 3 + years’ experience with EDI X12 and EDIFACT Document knowledge.

  • 3 + years experience in EDI Data Transformation Tools such as Sterling, Boomi, etc.

  • Advanced Communication Protocol Knowledge ((HTTP / SMPT / FTP / SSHFTP)

  • Strong working knowledge/understanding of API technology and processes

A few things we have to offer:

  • Competitive compensation

  • 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

  • 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.