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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Engineer I - **Company:** CLEO, LTD. - **Location:** Indianapolis, IN, 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://dejobs.org/x/x/019B0FB443F74B039166E7F7A45E0CBD/job/ ## 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., * 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) - [Shipping Faster with Less: Render on Cloud Hosting, AI Workloads, and the Future of DevOps](https://www.wearedevelopers.com/videos/1894-shipping-faster-with-less-render-on-cloud-hosting-ai-workloads-and-the-future-of-devops) - [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 - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Prompt Engineer ✍️](https://www.wearedevelopers.com/magazine/216-the-prompt-engineer) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [How to Become an AI Engineer](https://www.wearedevelopers.com/magazine/331-how-to-become-an-ai-engineer)