Senior Support Engineer: Incident Commander & Automation

Cleo; United States; Remote; USD 140,000 - 190,000; Full time

Benefits offered by this job

Healthcare, dental, and vision

Flexible PTO

401k match

FSA and HSA options

Employee Assistance Program

Paid parental leave

Job summary

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.

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.

Skills

EDI technologies

Enterprise integrations

Incident management

Troubleshooting

Communication

Education

Bachelor's degree or equivalent

Tools

AS2

FTP/FTPS

SFTP

HTTP/HTTPS

Job description

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.