Support Engineer I

Cleo; Richmond (VA); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Competitive compensation

Healthcare + Dental + Vision

Flexible PTO

Life-Work balance culture

401k match

FSA/HSA options

Employee Assistance Program

Parental Leave

Strong client base & retention

Job summary

Cleo Communications US, LLC is seeking a Support Engineer I to join our remote-first team. You will assist Cleo customers, diagnose software issues, guide product use and configuration, and leverage AI-powered tools to accelerate resolution and knowledge discovery.

Responsibilities include case management, knowledge sharing, and continuous improvement of support processes while maintaining high customer satisfaction. Strong communication and technical fundamentals are essential.

Qualifications

• Bachelor's degree in IT, CS, or related field, OR 1+ years of technical support experience.
• Strong customer service orientation and problem-solving mindset.
• Basic understanding of Windows and Linux operating systems.
• Foundational networking knowledge (TCP/IP, DNS, firewalls).
• General software lifecycle knowledge (install/config/upgrade/migrate).
• Experience with common protocols (HTTP, HTTPS, SMTP, FTP, SFTP, SSH).
• Excellent written and verbal communication; ability to prioritize in a fast-paced environment.

Responsibilities

• Serve as primary contact via phone, email, chat and remote sessions.
• Deliver prompt, professional, empathetic customer support.
• Troubleshoot software installation, configuration, licensing, upgrades, integrations, and usage.
• Document steps and resolutions; communicate clearly to customers and teams.

Skills

Customer service

Windows

Linux

Networking (TCP/IP, DNS)

Software lifecycle

HTTP/HTTPS/SMTP/FTP/SFTP/SSH

Communication

multitasking

Education

Bachelor's degree in IT/CS or related field OR 1+ year experience

Tools

Salesforce

Zendesk

ServiceNow

Job description

Support Engineer I

Remote

Position Overview

The Support Engineer I serves as the first point of contact for Cleo customers, providing exceptional technical assistance and ensuring a positive customer experience. This role is responsible for troubleshooting, diagnosing, and resolving software-related issues while guiding customers through product use, configuration, and best practices.

The ideal candidate combines strong technical aptitude, customer-centric problem solving, and a continuous learning mindset. As an AI-forward organization, Cleo expects team members to effectively leverage AI-powered tools and automation to improve productivity, accelerate issue resolution, and enhance the customer experience.

Customer Support & Issue Resolution

• Serve as the primary point of contact for customers via phone, email, chat, and remote support sessions.

• Deliver exceptional customer service by responding promptly, professionally, and empathetically to customer inquiries and technical issues.

• Troubleshoot and resolve issues related to software installation, configuration, licensing, upgrades, integrations, and day-to-day product usage.

• Analyze customer-reported issues, identify root causes, and provide timely, effective solutions.

Case Management & Escalation

• Monitor assigned support queues and manage cases in accordance with established service level agreements (SLAs).

• Document troubleshooting steps, resolutions, and customer communications accurately within support systems.

• Escalate complex or high-priority issues to senior engineers and cross-functional teams while maintaining ownership of customer communications.

Knowledge Management

• Utilize and contribute to Cleo's Solution Center, Knowledge Base, and internal documentation resources.

• Identify recurring customer issues and recommend improvements to support documentation, processes, and product functionality.

• Share knowledge and best practices with team members to continuously improve support effectiveness.

AI & Continuous Improvement

• Leverage AI-powered tools to accelerate troubleshooting, knowledge discovery, case summarization, and solution development.

• Apply critical thinking to validate AI-generated recommendations and ensure technical accuracy.

• Identify opportunities to automate repetitive tasks and improve support efficiency through AI and workflow automation technologies.

• Stay current on emerging AI capabilities and incorporate them responsibly into daily work practices.

Your Qualifications

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field, OR 1+ years of technical support, help desk, or customer-facing technical experience.

• Strong customer service orientation with a passion for helping customers succeed.

• Basic understanding of Windows and Linux operating systems.

• Foundational networking knowledge, including TCP/IP, DNS, firewalls, and connectivity troubleshooting.

• General software lifecycle knowledge, including installation, configuration, upgrades, migrations, and removal.

• Experience with communication protocols such as HTTP, HTTPS, SMTP, FTP, SFTP, and SSH.

• Strong written and verbal communication skills.

• Ability to prioritize multiple issues and work effectively in a fast-paced environment.

Preferred Qualifications

• Experience supporting SaaS applications.

• Exposure to EDI, managed file transfer (MFT), integration platforms, or supply chain technologies.

• Familiarity with cloud platforms such as Microsoft Azure, AWS, or Google Cloud.

• Basic SQL, scripting, or automation experience.

• Experience using CRM and ticketing platforms such as Salesforce, Zendesk, or ServiceNow.

• Demonstrated ability to use AI-powered tools (e.g., Microsoft Copilot, ChatGPT, Gemini, or similar technologies) to enhance productivity and problem solving.

• Understanding of prompt engineering fundamentals and effective AI-assisted research techniques.

• Ability to evaluate, verify, and refine AI-generated outputs to ensure accuracy and quality.

• Curiosity and willingness to continuously learn and adopt emerging AI technologies.

• Commitment to responsible and secure use of AI tools in accordance with company policies and customer data protection requirements.

A few things we have to offer:

• Competitive compensation (range for this role is $65,000-$75,000)

• Great Healthcare + Dental + Vision

• Flexible PTO

• Culture of support, encouraging Life-Work balance

• 401k match

• FSA and HSA options

• Employee Assistance Program

• Paid Parental Leave

• Representing a company with 4,000+ clients and a 99% retention rate

• Accelerated title and salary growth potential

• A fun and energetic work environment that makes you excited to go to work every day

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.