Remote AI-Driven Support Engineer I

Cleo; Hartford (CT); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Competitive compensation

Healthcare and dental

Vision care

Flexible PTO

401k match

FSA/HSA options

Employee Assistance Program

Parental Leave

Job summary

Cleo Communications US, LLC is seeking a Support Engineer I to be the first point of contact for customers, providing technical assistance and guiding product use. You will troubleshoot, diagnose, and resolve software issues while delivering excellent service.

The role emphasizes AI-powered tools, continuous learning, and collaboration with cross-functional teams in a remote-friendly environment. Strong communication and problem-solving are essential.

Qualifications

• Bachelor's degree in IT/CS or 1+ years in technical support.
• Strong customer service orientation and communication.
• Basic Windows and Linux knowledge.
• Networking basics: TCP/IP, DNS, firewalls, connectivity troubleshooting.

Responsibilities

• Serve as primary contact via phone, email, chat, and remote sessions.
• Troubleshoot and resolve software installation, licensing, upgrades, migrations, and integrations.
• Document troubleshooting steps and customer communications.
• Escalate complex issues to senior engineers as needed.

Skills

Customer service

Windows

Linux

Networking

HTTP/HTTPS/SMTP/FTP/SFTP/SSH

Communication

Prioritization

Education

Bachelor's degree or 1+ years experience

Tools

Salesforce

Zendesk

ServiceNow

Job description

Cleo Communications US, LLC is seeking a Support Engineer I to be the first point of contact for customers, providing technical assistance and guiding product use. You will troubleshoot, diagnose, and resolve software issues while delivering excellent service.

The role emphasizes AI-powered tools, continuous learning, and collaboration with cross-functional teams in a remote-friendly environment. Strong communication and problem-solving are essential.