Job Description
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 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 .
- Experience using CRM and ticketing platforms such as Salesforce, Zendesk, or ServiceNow.
- Demonstrated ability to use AI-powered tools (e.g., Microsoft Copilot, ChatGPT, Gemini, or similar technologies) to enhance productivity and problem solving.
- Understanding of prompt engineering fundamentals and effective AI-assisted research techniques.
- Ability to evaluate, verify, and refine AI-generated outputs to ensure accuracy and quality.
- Curiosity and willingness to continuously learn and adopt emerging AI technologies.
- Commitment to responsible and secure use of AI tools in accordance with company policies and customer data protection requirements.
A few things we have to offer:
- Competitive compensation (range for this role is $65,000-$75,000)
- 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
Job Tags
Full time, Remote work, Flexible hours