The Support Engineer I provides initial contact with customers, assessing and assisting with technical issues and customer inquiries. The Support Engineer I is dedicated and driven to provide each client with an excellent customer experience. This position is responsible for performing technical support for clients and providing appropriate resolutions for all technical issues related to Cleo software.
This is an on-site role in our Rockford, Illinois, Corporate Office.
What You Will Be Doing
- Provide initial contact with customers via phone, email, or remote access, addressing customer inquiries while ensuring top-tier customer service.
- Troubleshoot and develop technical solutions related to software licensing, installation, configuration, and general operation for customers.
- Monitor assigned customer queues and provide appropriate responses to meet stated SLAs.
- Escalate urgent problems requiring more in-depth knowledge to the next level of engineers.
- Leverage the Solution Center effectively, including the knowledge base, to assist and inform customers.
- Provide appropriate, relevant verbal and written content to customers.
Your Qualifications
- Bachelor's Degree or 1+ years of Technical Support work experience
- Customer Service Experience
- General Operating System Knowledge
- General Networking knowledge
- General Software Knowledge (Installation, Configuration, Migration, Removal)
- Communication Protocol experience (HTTP / SMPT / FTP / SSHFTP)
A few things we have to offer:
- Competitive compensation
- 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
What the Team is Saying
What We Do
Cleo is an ecosystem integration software company focused on business outcomes, ensuring each customer’s potential is realized by delivering solutions that make it easy to discover and create value through the movement and integration of B2B enterprise data. Cleo gives customers strategic, “outside-in” visibility into the critical end-to-end business flows happening across their ecosystems of partners and customers, marketplaces, and internal cloud and on-premise applications. Our solutions empower teams to drive business agility, accelerate onboarding, facilitate modernization of key business processes, and capture new revenue streams by reimagining and remastering their digital ecosystem through robust application, B2B, and data integration technologies.
Cleo Integration Cloud (CIC) is a cloud-based integration platform, purpose-built to design, build, operate and optimize critical ecosystem integration processes. The CIC platform brings end-to-end integration visibility across API, EDI and non-EDI integrations that gives technical and business users the confidence to rapidly onboard trading partners, enable integration between applications, and accelerate revenue-generating business processes. On the platform, businesses have the choice of self-service, managed services, or a blended approach – ensuring complete flexibility and control over their B2B integration strategy.
Cleo isn't just about EDI, iPaaS, API integration, or managed integration services. Rather we are about blending the best elements of these traditional integration technologies into a single platform, so organizations can connect and transact business across their entire ecosystem with complete confidence.
Why Work With Us
Cleo’s people share a genuine respect for each other and for the future we’re helping our customers to create. Beyond guiding how we act, and more important than driving us to deliver solutions that help our company and our customers succeed, our core focus on Appreciation creates something even more essential, for everyone: enduring value.
Gallery
.jpg)
Cleo Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
