Senior Support Engineer I

Cleo (US)

6h•$70,000 - $80,000•Remote

About The Position

The Senior Support Engineer I is an experienced EDI and integration professional who serves as a trusted escalation point for critical incidents and complex technical issues across EDI, APIs, and SFTP. The role leads incident response and root cause analysis, ensures issues are resolved thoroughly, and drives actions to prevent recurrence. It also provides technical guidance and mentorship to other engineers, improves support processes, and identifies opportunities to apply automation and AI to increase efficiency, reliability, and customer experience. The role monitors support workloads, ticket ownership, prioritization, SLA risk, backlog health, and case quality. It uses operational performance measures to identify trends and lead continuous improvement initiatives. The position requires using AI-enabled tools thoughtfully and responsibly, adapting to evolving capabilities, and finding appropriate ways to incorporate AI and automation into daily workflows.

Requirements

9+ years of relevant experience, including significant hands-on experience with EDI technologies and enterprise integrations.
Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent relevant professional experience.
Deep knowledge of EDI mapping, transformation, and standards, including ANSI X12 and EDIFACT.
Experience transforming data across EDI, XML, flat-file, and spreadsheet formats.
Strong knowledge of integration and file transfer protocols, including AS2, FTP/FTPS, SFTP, and HTTP/HTTPS.
Ability to troubleshoot complex integration issues, perform root cause analysis, and develop solutions that prevent recurrence.
Strong analytical and problem-solving skills, including the ability to navigate complex or ambiguous technical challenges.
Excellent communication and collaboration skills, including working across technical teams, business stakeholders, and leadership.
Collaborative approach and willingness to mentor, guide, and support other engineers.
Comfort using AI-enabled tools, applying AI thoughtfully, adapting to evolving AI capabilities, identifying AI and automation opportunities, and using AI responsibly.

Nice To Haves

Experience in a B2B/EDI support role.

Responsibilities

Serve as incident commander for P1/P2 incidents, provide direction and real-time decisions, coordinate technical resources, drive timely resolution, and maintain stakeholder communications.
Lead advanced troubleshooting of complex technical issues across EDI, API, and SFTP environments.
Conduct root cause analyses, identify contributing factors, and establish preventive actions to reduce recurring issues and improve first-time resolution.
Monitor active support workloads and intervene when tickets stall, require escalation, or risk breaching SLAs; ensure alerts and tickets are owned, prioritized, and progressed.
Lead backlog reviews, improve queue health, develop action plans for aging or complex cases, coordinate systemic issues through resolution, and improve ticket quality and documentation.
Mentor engineers in advanced troubleshooting, incident management, root cause analysis, and operational best practices; provide technical guidance and ongoing feedback.
Identify opportunities to improve alert tuning, SOP maturity, and automated resolution capabilities, including through AI, automation, and process improvements.
Monitor operational measures such as P1/P2 MTTR, escalation effectiveness, issue recurrence, backlog aging, ticket quality, automation adoption, and team capability; use insights to lead continuous improvement.
Use AI-enabled tools to support day-to-day work and productivity, apply AI to improve efficiency, quality, and decision-making, adapt to evolving AI capabilities, and use AI responsibly under the AI Acceptable Use Policy.