Senior Support Engineer I

Cleo - Oklahoma City, OK

Full-time - Mid Level

Remote - Oklahoma City, OK

1,001-5,000 employees

Paper Manufacturing

About the position

The Senior Support Engineer I at Cleo is responsible for providing advanced technical assistance to resolve complex customer issues. This role involves accepting escalated issues from lower support tiers or directly from customers, verifying reported bugs or enhancements, and collaborating with Engineering/Product teams. The position requires conducting customer calls and providing detailed technical solutions, ensuring effective communication with both customers and internal stakeholders.

Responsibilities

• 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.

Requirements

• 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 / SMTP / FTP / SSHFTP)
• Strong working knowledge/understanding of API technology and processes.

Benefits

• 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
• Accelerated title and salary growth potential
• A fun and energetic work environment that makes you excited to go to work every day