**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 _We use artificial intelligence (AI) tools to assist in certain stages of our recruitment process, such as resume screening and candidate match