Senior Support Engineer I

Cleo; United States; À distance; USD 140 000 - 190 000; Plein temps

Avantages offerts par ce poste

Healthcare, dental, and vision

Flexible PTO

401k match

FSA and HSA options

Employee Assistance Program

Paid parental leave

Résumé du poste

Cleo Communications US, LLC is seeking an experienced incident manager to lead P1/P2 responses and drive timely resolutions. The role focuses on advanced troubleshooting across EDI, API, and SFTP environments, ensuring SLAs are met and incidents are resolved efficiently.

You will mentor engineers, review backlogs, and identify opportunities to automate and improve reliability using AI-driven approaches. Remote work options are available.

Qualifications

• 9+ years of experience with EDI technologies and enterprise integrations.
• Bachelor's degree or equivalent professional experience.
• Deep knowledge of EDI mapping and standards including ANSI X12 and EDIFACT.
• Experience transforming data across EDI, XML, flat-file, and spreadsheet formats.

Responsabilités

• Serve as incident commander for P1/P2 incidents and drive timely resolution.
• Lead advanced troubleshooting and root cause analysis across EDI, API, and SFTP environments.
• Monitor support workloads and intervene when tickets stall or risk SLA breaches.
• Lead backlog reviews and action plans for aging or complex cases.
• Mentor engineers on troubleshooting, incident management, and best practices.
• Identify automation and AI opportunities to improve efficiency and reliability.

Connaissances

EDI technologies

Enterprise integrations

Incident management

Troubleshooting

Communication

Formation

Bachelor's degree or equivalent

Outils

AS2

FTP/FTPS

SFTP

HTTP/HTTPS

Description du poste

Responsibilities

• Serve as incident commander for P1/P2 incidents and drive timely resolution
• Lead advanced troubleshooting and root cause analysis across EDI, API, and SFTP environments
• Monitor support workloads and intervene when tickets stall or risk SLA breaches
• Lead backlog reviews and action plans for aging or complex cases
• Mentor engineers on troubleshooting, incident management, and best practices
• Identify automation and AI opportunities to improve efficiency and reliability
• Track operational metrics such as MTTR, recurrence, and backlog aging

Requirements

• 9+ years of relevant experience with EDI technologies and enterprise integrations
• Bachelor's degree or equivalent relevant professional experience
• Deep knowledge of EDI mapping and standards including ANSI X12 and EDIFACT
• Experience transforming data across EDI, XML, flat-file, and spreadsheet formats
• Strong knowledge of AS2, FTP/FTPS, SFTP, and HTTP/HTTPS protocols
• Proven complex troubleshooting and root cause analysis skills
• Excellent communication and collaboration skills

Preferred Qualifications

• Experience in a B2B or EDI support role

Benefits

• Healthcare, dental, and vision coverage
• Flexible PTO and 401k match
• FSA and HSA options and Employee Assistance Program
• Paid parental leave
• Remote work environment with accelerated growth potential

About the Company

Cleo Communications US, LLC is an equal opportunity employer. The company uses AI tools to assist in parts of its recruitment process.