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Job ID #100118
Cleo
Senior Support Engineer
location_on
Jefferson City, MO
work_outline
Full-Time
description
Summary
Senior Support Engineer
Remote
Senior Support Engineer
Department: Support
Level: IC - Mid-Level
Location: Bangalore
Type: Full Time
Reports To: Manager/ Senior Manager- Support
About Cleo
Cleo is the AI-native supply chain orchestration company built on modern EDI. We help businesses orchestrate EDI, API, MFT, applications, and trading partner ecosystems with the visibility, intelligence, and control needed to keep business-critical supply chain transactions moving - from order to cash, procure to pay, and everywhere in between.
Our platform, Cleo Integration Cloud, brings together integration, workflow automation, real-time monitoring, and Agentic AI intelligence so supply chain, operations, and IT teams can launch partners faster, automate transactions across business systems, resolve exceptions before they become disruptions, and gain actionable insight across the end-to-end supply chain.
Trusted by 5,000+ customers across manufacturing, retail, logistics, and distribution, Cleo is headquartered in Rockford, Illinois, with offices in Chicago and Bangalore. We are a team united by one mission: to make supply chains smarter. Cleo Never Stops.
The Opportunity
Own the technical leadership of the team and end-to-end reliability of complex transaction operations, ensuring faster resolution, reduced repeat failures, and consistent SLA performance across the shift/team.
What You'll Do
Incident Leadership & Command
+ Lead P1/P2 incidents as incident commander, driving structured and timely resolution
+ Make real-time decisions during escalations and guide the team clearly
+ Ensure strong communication cadence and stakeholder confidence
+ Measure: P1/P2 MTTR, escalation effectiveness, stakeholder feedback
Advanced Troubleshooting & Problem Solving
+ Handle highly complex issues across EDI/API/SFTP ecosystems
+ Perform deep RCA with clear root cause and preventive actions
+ Solve ambiguous problems by connecting patterns across systems
+ Measure: repeat issue reduction, RCA quality score, first-time resolution rate
Team Oversight & Delivery Assurance
+ Oversee queue health, workload distribution, and SLA adherence
+ Actively intervene where tickets stall or risk SLA breaches
+ Ensure no missed alerts or orphaned tickets
+ Measure: SLA adherence %, backlog aging, queue hygiene
Backlog Governance & Improvement
+ Lead backlog reviews and action plans
+ Identify systemic issues and ensure end-to-end closure of fixes
+ Improve team-wide ticket quality through continuous feedback
+ Measure: backlog reduction trends, ticket audit scores, issue recurrence rate
Coaching & Capability Building
+ Mentor engineers on troubleshooting, incident handling, and RCA quality
+ Act as the first point of escalation for technical guidance
+ Uplift overall team capability through structured feedback
+ Measure: team skill progression, reduction in dependency/escalations
Automation & Process Leadership
+ Drive improvements in:
+ Alert tuning
+ SOP maturity
+ Auto-resolution opportunities
+ Contribute ideas toward AI-driven and automation-led operations
+ Measure: automation ideas implemented, noise reduction metrics
What You Bring
Required
+ Experience with EDI mapping (EDI to XML, EDI to flat file etc.)
+ Good understanding of ANSI X12 and EDIFACT standards.
+ Experience with XML, flat files and spreadsheets.
+ Experience with transfer protocols such AS2, FTP/s, SFTP and HTTP/s.
+ Team player with good written and verbal communication skills.
+ Analytical and problem-solving skills.
Preferred
+ Experience in B2B/EDI Support role
+ Experience in Cleo Products
Behavior Competencies
Initiative & Innovation- Ability to be proactive and develop new ideas
Level 2: Initiative - Takes initiatives within their area of responsibility to accelerate finding solutions. Detects problems, escalates with proposed solutions.
Leadership & Management - Ability to work within or lead a team
Level 1: Team Oriented - Actively cooperates with team members, shares knowledge proactively, and seeks advice when needed.
Planning & Organization- Ability to manage tasks and activities
Level 2: Scheduling- Determines a course of action by breaking it into smaller steps, planning and resourcing each, and adjusting for potential problems.
Customer Focus- Ability to manage relationships with customers
Level 2: Customer Oriented- Understands the needs of external customers and keeps them in mind when taking actions or making decisions.
Interpersonal Communication- Ability to communicate effectively with people
Level 2: Active Listening & Empathy- Listens to others' points of view through verbal and non-verbal communication. Formulates own views while understanding others'.
Achievement Focus- Ability to achieve objectives
Level 2: Persistence- Meets targets and fulfills agreements even when adverse circumstances prevail. Stays focused and resourceful under pressure.
Solution Finding- Ability to analyze situations and find accurate solutions
Level 2: Information Acquisition- Identifies gaps in available information and provides solutions for fixing them. Takes new information into account and modifies understanding accordingly.
People Focus- Ability to account for the human factor
Level 2: Efficiency of Staff- Manages own stress and avoids impacting team members. Anticipates and manages potential conflicts. Champions diversity through a positive approach.
AI Fluency
Has repeatable prompts for core parts of their job. Feeds relevant context into AI before complex work rather than asking isolated questions. Uses AI to do things they wouldn't have had time to do before - more thorough prep, a second pass on quality.
Expected to leverage AI consistently for decision-making and efficiency, while driving adoption within the team. - Use AI for: - Backlog analysis and prioritization - Pattern detection across incidents - RCA structuring and knowledge retrieval - Guide team members on effective AI usage - Identify use cases for automation and AI-led resolution...
Remote
Senior Support Engineer
Department: Support
Level: IC - Mid-Level
Location: Bangalore
Type: Full Time
Reports To: Manager/ Senior Manager- Support
About Cleo
Cleo is the AI-native supply chain orchestration company built on modern EDI. We help businesses orchestrate EDI, API, MFT, applications, and trading partner ecosystems with the visibility, intelligence, and control needed to keep business-critical supply chain transactions moving - from order to cash, procure to pay, and everywhere in between.
Our platform, Cleo Integration Cloud, brings together integration, workflow automation, real-time monitoring, and Agentic AI intelligence so supply chain, operations, and IT teams can launch partners faster, automate transactions across business systems, resolve exceptions before they become disruptions, and gain actionable insight across the end-to-end supply chain.
Trusted by 5,000+ customers across manufacturing, retail, logistics, and distribution, Cleo is headquartered in Rockford, Illinois, with offices in Chicago and Bangalore. We are a team united by one mission: to make supply chains smarter. Cleo Never Stops.
The Opportunity
Own the technical leadership of the team and end-to-end reliability of complex transaction operations, ensuring faster resolution, reduced repeat failures, and consistent SLA performance across the shift/team.
What You'll Do
Incident Leadership & Command
+ Lead P1/P2 incidents as incident commander, driving structured and timely resolution
+ Make real-time decisions during escalations and guide the team clearly
+ Ensure strong communication cadence and stakeholder confidence
+ Measure: P1/P2 MTTR, escalation effectiveness, stakeholder feedback
Advanced Troubleshooting & Problem Solving
+ Handle highly complex issues across EDI/API/SFTP ecosystems
+ Perform deep RCA with clear root cause and preventive actions
+ Solve ambiguous problems by connecting patterns across systems
+ Measure: repeat issue reduction, RCA quality score, first-time resolution rate
Team Oversight & Delivery Assurance
+ Oversee queue health, workload distribution, and SLA adherence
+ Actively intervene where tickets stall or risk SLA breaches
+ Ensure no missed alerts or orphaned tickets
+ Measure: SLA adherence %, backlog aging, queue hygiene
Backlog Governance & Improvement
+ Lead backlog reviews and action plans
+ Identify systemic issues and ensure end-to-end closure of fixes
+ Improve team-wide ticket quality through continuous feedback
+ Measure: backlog reduction trends, ticket audit scores, issue recurrence rate
Coaching & Capability Building
+ Mentor engineers on troubleshooting, incident handling, and RCA quality
+ Act as the first point of escalation for technical guidance
+ Uplift overall team capability through structured feedback
+ Measure: team skill progression, reduction in dependency/escalations
Automation & Process Leadership
+ Drive improvements in:
+ Alert tuning
+ SOP maturity
+ Auto-resolution opportunities
+ Contribute ideas toward AI-driven and automation-led operations
+ Measure: automation ideas implemented, noise reduction metrics
What You Bring
Required
+ Experience with EDI mapping (EDI to XML, EDI to flat file etc.)
+ Good understanding of ANSI X12 and EDIFACT standards.
+ Experience with XML, flat files and spreadsheets.
+ Experience with transfer protocols such AS2, FTP/s, SFTP and HTTP/s.
+ Team player with good written and verbal communication skills.
+ Analytical and problem-solving skills.
Preferred
+ Experience in B2B/EDI Support role
+ Experience in Cleo Products
Behavior Competencies
Initiative & Innovation- Ability to be proactive and develop new ideas
Level 2: Initiative - Takes initiatives within their area of responsibility to accelerate finding solutions. Detects problems, escalates with proposed solutions.
Leadership & Management - Ability to work within or lead a team
Level 1: Team Oriented - Actively cooperates with team members, shares knowledge proactively, and seeks advice when needed.
Planning & Organization- Ability to manage tasks and activities
Level 2: Scheduling- Determines a course of action by breaking it into smaller steps, planning and resourcing each, and adjusting for potential problems.
Customer Focus- Ability to manage relationships with customers
Level 2: Customer Oriented- Understands the needs of external customers and keeps them in mind when taking actions or making decisions.
Interpersonal Communication- Ability to communicate effectively with people
Level 2: Active Listening & Empathy- Listens to others' points of view through verbal and non-verbal communication. Formulates own views while understanding others'.
Achievement Focus- Ability to achieve objectives
Level 2: Persistence- Meets targets and fulfills agreements even when adverse circumstances prevail. Stays focused and resourceful under pressure.
Solution Finding- Ability to analyze situations and find accurate solutions
Level 2: Information Acquisition- Identifies gaps in available information and provides solutions for fixing them. Takes new information into account and modifies understanding accordingly.
People Focus- Ability to account for the human factor
Level 2: Efficiency of Staff- Manages own stress and avoids impacting team members. Anticipates and manages potential conflicts. Champions diversity through a positive approach.
AI Fluency
Has repeatable prompts for core parts of their job. Feeds relevant context into AI before complex work rather than asking isolated questions. Uses AI to do things they wouldn't have had time to do before - more thorough prep, a second pass on quality.
Expected to leverage AI consistently for decision-making and efficiency, while driving adoption within the team. - Use AI for: - Backlog analysis and prioritization - Pattern detection across incidents - RCA structuring and knowledge retrieval - Guide team members on effective AI usage - Identify use cases for automation and AI-led resolution...
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