Remote AI-Driven Support Engineer I

Cleo; Madison (WI); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Competitive compensation

Great Healthcare

Flexible PTO

401k match

FSA and HSA options

Employee Assistance Program

Paid Parental Leave

Diverse and energetic team

Job summary

Cleo Communications US, LLC is seeking a Support Engineer I to be the first point of contact for customers, handling inquiries via phone, email, chat, and remote sessions. You will troubleshoot software issues, guide product usage, and ensure a positive customer experience, leveraging AI-powered tools to accelerate resolutions.

The role emphasizes learning, collaboration with senior engineers, and documenting steps in our knowledge base, with a culture that supports work-life balance.

Qualifications

• Bachelor's degree in IT/CS or related field OR 1+ years of technical support experience.
• Excellent customer service orientation and communication.
• Basic understanding of Windows and Linux operating systems.
• Foundational networking knowledge (TCP/IP, DNS, firewalls).
• Experience with HTTP/HTTPS/SMTP/FTP/SFTP/SSH.
• Knowledge of software installation, configuration, upgrades, and migrations.
• Ability to prioritize multiple issues in a fast-paced environment.

Responsibilities

• Serve as the primary contact for customers via phone, email, chat, and remote sessions.
• Respond promptly and professionally to inquiries and technical issues.
• Troubleshoot and resolve software installation, configuration, licensing, upgrades, integrations, and usage issues.
• Document troubleshooting steps and resolutions in support systems.
• Escalate complex issues to senior engineers while owning customer communications.
• Contribute to knowledge base and identify patterns for improvements.

Skills

Customer service

Troubleshooting

Technical support

Windows

Linux

Networking (TCP/IP)

HTTP/HTTPS

Communication

Education

Bachelor's degree in IT/CS or related field

1+ years of support experience

Tools

Salesforce

Zendesk

ServiceNow

Azure

AWS

Google Cloud

Copilot / AI tools

Job description

Cleo Communications US, LLC is seeking a Support Engineer I to be the first point of contact for customers, handling inquiries via phone, email, chat, and remote sessions. You will troubleshoot software issues, guide product usage, and ensure a positive customer experience, leveraging AI-powered tools to accelerate resolutions.

The role emphasizes learning, collaboration with senior engineers, and documenting steps in our knowledge base, with a culture that supports work-life balance.