Remote Support Engineer I — AI-Driven Troubleshooter

Cleo; Columbus (OH); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Competitive compensation

Healthcare, dental, vision

Flexible PTO

401k match

FSA and HSA options

Employee Assistance Program

Paid parental leave

Job summary

Cleo is seeking a Support Engineer I to be the first point of contact for customers, providing technical assistance and guiding them through product use and configurations. You will troubleshoot, diagnose, and resolve software issues while leveraging AI tools to improve productivity and support quality.

The role emphasizes strong customer service, collaboration with cross-functional teams, and continuous learning in a fast-paced, remote-friendly environment.

Qualifications

• Bachelor's degree in IT/CS or 1+ year of tech support or customer-facing experience.
• Strong customer service orientation and passion for helping customers succeed.
• Basic understanding of Windows and Linux.
• Foundational networking knowledge (TCP/IP, DNS, firewalls, connectivity).
• Experience with software installation, configuration, upgrades, migrations, removal.
• Experience with HTTP, HTTPS, SMTP, FTP, SFTP and SSH.
• Strong written and verbal communication skills.
• 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.
• Deliver prompt, professional, and empathetic customer service.
• Troubleshoot and resolve issues related to software installation, licensing, upgrades, integrations, and day-to-day usage.
• Analyze customer-reported issues, identify root causes, and provide solutions.
• Monitor queues and manage cases per SLAs, documenting steps and communications.
• Escalate complex issues to senior engineers while owning customer communications.
• Utilize Cleo's Knowledge Center and contribute to documentation.
• Leverage AI tools to accelerate troubleshooting and automate repetitive tasks.

Skills

Customer service

Windows

Linux

Networking basics

Troubleshooting

Communication

Prioritization

SQL basics

Automation basics

Education

Bachelor's degree in IT/CS

1+ year tech support experience

Tools

Salesforce

Zendesk

ServiceNow

Azure

AWS

GCP

Job description

Cleo is seeking a Support Engineer I to be the first point of contact for customers, providing technical assistance and guiding them through product use and configurations. You will troubleshoot, diagnose, and resolve software issues while leveraging AI tools to improve productivity and support quality.

The role emphasizes strong customer service, collaboration with cross-functional teams, and continuous learning in a fast-paced, remote-friendly environment.