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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Engineer I - **Company:** CLEO, LTD. - **Location:** Cleo Springs, OK, United States (Remote available) - **Experience:** Starter - **Salary:** $65,000.0 - $75,000.0 - **Contract:** Permanent contract - **Skills:** Secure Shell (SSH), Microsoft Windows, Artificial Intelligence, Amazon Web Services, Microsoft Azure, Software as a Service, Cloud Computing, Communications Protocols, Customer Data Management, Linux, Domain Name System (DNS), File Transfer, Knowledge Management, Simple Mail Transfer Protocols, Standard Sql, Salesforce.Com, Software Engineering, Systems Integration, TCP/IP, Scripting, Google Cloud, File Transfer Protocol (FTP), Application Enhancement Tool, Computer Network Technologies, Microsoft Power Automate, Prompt Engineering, Firewalls (Computer Science), Information Technology, Integration Frameworks, Zendesk, GPT, Servicenow - **Published:** July 25, 2026 - **Apply:** https://www.juju.com/job/00000000gj8se1 ## About the Role + 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. + 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. ## Description 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. ## Related Videos - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker) - [ Evaluating AI models for code comprehension](https://www.wearedevelopers.com/videos/1462-evaluating-ai-models-for-code-comprehension) - [Prompt Engineering Your Career: AI Agents for Tech Interview Prep](https://www.wearedevelopers.com/videos/100227-prompt-engineering-your-career-ai-agents-for-tech-interview-prep) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [Docker exec without Docker](https://www.wearedevelopers.com/videos/1094-docker-exec-without-docker) ## Related Articles - [The Prompt Engineer ✍️](https://www.wearedevelopers.com/magazine/216-the-prompt-engineer) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [How to Become an AI Engineer](https://www.wearedevelopers.com/magazine/331-how-to-become-an-ai-engineer) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Prompt Engineering is a Job of the Past](https://www.wearedevelopers.com/magazine/342-prompt-engineering-is-a-job-of-the-past)