Support Engineer I

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.

• 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.

• Competitive compensation (range for this role is $65,000-$75,000)

• Great Healthcare + Dental + Vision