Senior Support Engineer II

Cleo; Bengaluru; On-site; INR 8,00,000 - 12,00,000; Full time

Job summary

A cloud integration technology company based in Bengaluru is seeking a Senior Support Engineer II to manage the CIC environment and address EDI-related customer issues. The ideal candidate will possess strong troubleshooting skills, a solid understanding of EDI mapping, and excellent communication abilities. This role offers an opportunity to engage with critical workflows and support 4,000+ customers in maximizing their business outcomes.

Qualifications

• 6-12 years of EDI experience, ideally within the retail domain.
• Proficient in business processes and capable of conducting root cause analysis.

Responsibilities

• Manage the CIC environment within Cleo B2B Cloud.
• Respond to incidents and troubleshoot customer issues.
• Investigate data-related EDI issues and inform customers.

Skills

EDI mapping (EDI to XML, EDI to flat file)

Good understanding of ANSI X12 and EDIFACT

Experience with XML and flat files

Experience with AS2, FTP/s, SFTP, and HTTP/s

Strong written and verbal communication

Analytical and problem-solving abilities

Good troubleshooting skills

Job description

Senior Support Engineer II

Bengaluru

Overview

Cleo is a cloud integration technology company focused on business outcomes. Every day, we ensure that each one of our 4,000+ customers' potential is realized by delivering solutions that make it easy to discover and create value through the connections and integration of enterprise applications supporting critical workflows. By providing the industry’s most complete and flexible integration offerings, we are helping our clients build trusted relationships across their partner ecosystems today, while providing all the control and visibility they need to advance their business tomorrow. In a nutshell, Cleo is a rapidly growing category leader in ecosystem integration software and we have experienced tremendous growth over recent years.

Responsibilities

• Responsibilities will include but not be limited to:
• Manage the CIC environment within Cleo B2B Cloud
• Respond to incidents and/or event-driven alerts and troubleshoot customer issues
• Investigate data related EDI issues and inform the customers with the root cause
• Bug-fixes for the EDI translation issues identified in the system
• Trading partner onboarding and creation of SFTP/AS2
• Work effectively with other internal departments to ensure the highest level of support for customers
• Timely escalation of critical issues
• Exhibit a sense of ownership of customer systems and work on issues until completely resolved

Mandatory Skills

• Experience with EDI mapping (EDI to XML, EDI to flat file etc.)
• Good understanding of ANSI X12 (Retail Domain preferred) and EDIFACT standards (preferably 6-12 years)
• Experience with XML, flat files and related data formats
• Experience with transfer protocols such as AS2, FTP/s, SFTP and HTTP/s
• Team player with good written and verbal communication
• Analytical and problem-solving abilities
• Good troubleshooting skills
• Experience with deep log analysis or root cause analysis
• Good understanding of business processes

Desired Skills

• Exposure to basic API concepts
• Exposure to basic database concepts and SQL

Preferred Skills

• Experience in B2B/EDI Support role

Benefits and Equal Opportunity

Cleo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.