Senior Support Engineer I

Cleo (US); United States; Remote; USD 70,000 - 80,000; Full time

Benefits offered by this job

Remote work environment

Healthcare

Flexible PTO

Salary growth potential

FSA/HSA options

Employee Assistance Program

Culture of support

Job summary

Cleo Communications US, LLC is seeking an experienced EDI and integration professional to solve complex technical challenges and improve how support teams operate. You will serve as a trusted escalation point for incidents across EDI, APIs, and SFTP, while helping ensure thorough resolution and prevention of recurrence.

You’ll mentor engineers and push automation to reduce operational noise. Responsibilities include leading critical incident response, advanced troubleshooting, backlog

Qualifications

• 9+ years of relevant experience with EDI technologies and enterprise integrations.
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
• Deep knowledge of EDI mapping, transformation, and standards (ANSI X12, EDIFACT).
• Experience transforming data across EDI, XML, flat-file, and spreadsheet formats.
• Strong knowledge of integration and file transfer protocols (AS2, FTP/FTPS, SFTP, HTTP/HTTPS).
• Proven ability to troubleshoot complex integration issues and prevent recurrence.
• Excellent communication and collaboration across technical teams, business stakeholders, and leadership.

Responsibilities

• Lead Critical Incident Response as incident commander for P1/P2 incidents and coordinate resources.
• Drive advanced troubleshooting across EDI, API, and SFTP environments and perform root cause analysis.
• Provide technical oversight and delivery assurance; monitor workloads and manage SLAs.
• Strengthen backlog and case management; drive improvements in ticket quality and documentation.
• Coach and develop engineers on troubleshooting, incident management, and best practices.
• Advance automation and operational excellence via AI and automation to reduce noise.
• Use data to drive continuous improvement across MTTR, escalation, backlog aging, and automation adoption.

Skills

EDI technologies

Enterprise integrations

Incident management

Root cause analysis

Automation and AI

Data-driven improvements

Mentoring

Education

Bachelor's degree in CS/IT/Engineering

Tools

AS2

FTP/FTPS

SFTP

HTTP/HTTPS

Job description

We’re looking for an experienced EDI and integration professional who thrives on solving complex technical challenges and improving how support teams operate. You’ll serve as a trusted escalation point for critical incidents and complex issues across EDI, APIs, and SFTP while helping ensure problems are resolved thoroughly and recurring issues are addressed at their source. You’ll also share your expertise with other engineers, strengthen support processes, and identify opportunities to use automation and AI to improve efficiency, reliability, and the customer experience.

• Lead Critical Incident Response: Serve as the incident commander for P1/P2 incidents, providing clear direction, making real-time decisions, coordinating technical resources, and driving incidents through timely resolution. Maintain a consistent communication cadence to ensure stakeholders remain informed and confident throughout the incident lifecycle.
• Drive Advanced Troubleshooting and Root Cause Analysis: Lead the resolution of complex technical issues across EDI, API, and SFTP environments. Conduct thorough root cause analyses, identify contributing factors, and establish preventive actions that reduce recurring issues and improve first-time resolution.
• Provide Technical Oversight and Delivery Assurance: Monitor active support workloads and proactively intervene when tickets stall, require escalation, or are at risk of breaching SLAs. Ensure alerts and tickets are appropriately owned, prioritized, and progressed through resolution.
• Strengthen Backlog and Case Management: Lead regular backlog reviews, improve queue health, and develop action plans for aging or complex cases. Identify systemic issues and coordinate their end-to-end resolution while driving improvements in ticket quality and documentation.
• Coach and Develop Technical Talent: Mentor engineers on advanced troubleshooting, incident management, root cause analysis, and operational best practices. Serve as a key escalation point for technical guidance and provide ongoing feedback that strengthens team capability and reduces unnecessary escalations.
• Advance Automation and Operational Excellence: Identify opportunities to improve alert tuning, SOP maturity, and automated resolution capabilities. Contribute innovative ideas that leverage AI, automation, and process improvements to reduce operational noise and increase team efficiency.
• Use Data to Drive Continuous Improvement: Monitor operational performance through measures such as P1/P2 MTTR, escalation effectiveness, issue recurrence, backlog aging, ticket quality, automation adoption, and team capability. Use these insights to identify trends and lead continuous improvement initiatives.

We embrace AI and emerging technologies as part of how we work, solve problems, and continuously improve. In this role, you’ll be expected to:

• Demonstrate comfort using AI-enabled tools to support day-to-day work and enhance productivity.
• Apply AI thoughtfully to improve efficiency, quality, and decision-making.
• Adapt as AI capabilities, tools, and best practices continue to evolve.
• Identify opportunities to incorporate AI and automation into workflows and processes.
• Use AI responsibly and in accordance with our AI Acceptable Use Policy.

Prerequisites

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.

Proven ability to troubleshoot complex integration issues, perform root cause analysis, and develop solutions that prevent recurrence.

Strong analytical and problem-solving skills with the ability to navigate complex or ambiguous technical challenges.

Excellent communication and collaboration skills, with the ability to work across technical teams, business stakeholders, and leadership.

A collaborative approach and willingness to mentor, guide, and support other engineers.

Nice to Have

• Experience in B2B/ EDI Support Role

A few things we offer

• Compensation Range: $70,000 to $80,000 annual salary
• Great Healthcare + Dental + Vision
• Flexible PTO
• Culture of support, encouraging Life-Work balance
• FSA and HSA options
• Employee Assistance Program
• Remote work environment
• Accelerated title and salary growth potential
• A fun and energetic work environment that makes you excited to go to work every day

We use artificial intelligence (AI) tools to assist in certain stages of our recruitment process, such as resume screening and candidate matching. These tools are designed to support fair and consistent evaluations. If you have questions about this process or would like to request an alternative assessment method, please contact us at [e-mail].

Cleo Communications US, LLC is an equal opportunity/affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by law.