Senior Support Engineer

Senior Support Engineer

Remote

Senior Support Engineer

Department: Support

Level: IC - Mid-Level

Location: Bangalore

Type: Full Time

Reports To: Manager/ Senior Manager- Support

About Cleo

Cleo is the AI-native supply chain orchestration company built on modern EDI. We help businesses orchestrate EDI, API, MFT, applications, and trading partner ecosystems with the visibility, intelligence, and control needed to keep business-critical supply chain transactions moving - from order to cash, procure to pay, and everywhere in between.

Our platform, Cleo Integration Cloud, brings together integration, workflow automation, real-time monitoring, and Agentic AI intelligence so supply chain, operations, and IT teams can launch partners faster, automate transactions across business systems, resolve exceptions before they become disruptions, and gain actionable insight across the end-to-end supply chain.

Trusted by 5,000+ customers across manufacturing, retail, logistics, and distribution, Cleo is headquartered in Rockford, Illinois, with offices in Chicago and Bangalore. We are a team united by one mission: to make supply chains smarter. Cleo Never Stops.

The Opportunity

Own the technical leadership of the team and end-to-end reliability of complex transaction operations, ensuring faster resolution, reduced repeat failures, and consistent SLA performance across the shift/team.

What You'll Do

Incident Leadership & Command

• Lead P1/P2 incidents as incident commander, driving structured and timely resolution

• Make real-time decisions during escalations and guide the team clearly

• Ensure strong communication cadence and stakeholder confidence

• Measure: P1/P2 MTTR, escalation effectiveness, stakeholder feedback

Advanced Troubleshooting & Problem Solving

• Handle highly complex issues across EDI/API/SFTP ecosystems

• Perform deep RCA with clear root cause and preventive actions

• Solve ambiguous problems by connecting patterns across systems

• Measure: repeat issue reduction, RCA quality score, first-time resolution rate

Team Oversight & Delivery Assurance

• Oversee queue health, workload distribution, and SLA adherence

• Actively intervene where tickets stall or risk SLA breaches

• Ensure no missed alerts or orphaned tickets

• Measure: SLA adherence %, backlog aging, queue hygiene

Backlog Governance & Improvement

• Lead backlog reviews and action plans

• Identify systemic issues and ensure end-to-end closure of fixes

• Improve team-wide ticket quality through continuous feedback

• Measure: backlog reduction trends, ticket audit scores, issue recurrence rate

Coaching & Capability Building

• Mentor engineers on troubleshooting, incident handling, and RCA quality

• Act as the first point of escalation for technical guidance

• Uplift overall team capability through structured feedback

• Measure: team skill progression, reduction in dependency/escalations

Automation & Process Leadership

• Drive improvements in:

• Alert tuning

• SOP maturity

• Auto-resolution opportunities

• Contribute ideas toward AI-driven and automation-led operations

• Measure: automation ideas implemented, noise reduction metrics

What You Bring

Required

• Experience with EDI mapping (EDI to XML, EDI to flat file etc.)

• Good understanding of ANSI X12 and EDIFACT standards.

• Experience with XML, flat files and spreadsheets.

• Experience with transfer protocols such AS2, FTP/s, SFTP and

• Team player with good written and verbal communication skills.

• Analytical and problem-solving skills.

Preferred

• Experience in B2B/EDI Support role

• Experience in Cleo Products

Behavior Competencies

Initiative & Innovation- Ability to be proactive and develop new ideas

Level 2: Initiative - Takes initiatives within their area of responsibility to accelerate finding solutions. Detects problems, escalates with proposed solutions.

Leadership & Management - Ability to work within or lead a team

Level 1: Team Oriented - Actively cooperates with team members, shares knowledge proactively, and seeks advice when needed.

Planning & Organization- Ability to manage tasks and activities

Level 2: Scheduling- Determines a course of action by breaking it into smaller steps, planning and resourcing each, and adjusting for potential problems.

Customer Focus- Ability to manage relationships with customers

Level 2: Customer Oriented- Understands the needs of external customers and keeps them in mind when taking actions or making decisions.

Interpersonal Communication- Ability to communicate effectively with people

Level 2: Active Listening & Empathy- Listens to others' points of view through verbal and non-verbal communication. Formulates own views while understanding others'.

Achievement Focus- Ability to achieve objectives

Level 2: Persistence- Meets targets and fulfills agreements even when adverse circumstances prevail. Stays focused and resourceful under pressure.

Solution Finding- Ability to analyze situations and find accurate solutions

Level 2: Information Acquisition- Identifies gaps in available information and provides solutions for fixing them. Takes new information into account and modifies understanding accordingly.

People Focus- Ability to account for the human factor

Level 2: Efficiency of Staff- Manages own stress and avoids impacting team members. Anticipates and manages potential conflicts. Champions diversity through a positive approach.

AI Fluency

Has repeatable prompts for core parts of their job. Feeds relevant context into AI before complex work rather than asking isolated questions. Uses AI to do things they wouldn't have had time to do before - more thorough prep, a second pass on quality.

Expected to leverage AI consistently for decision-making and efficiency, while driving adoption within the team. - Use AI for: - Backlog analysis and prioritization - Pattern detection across incidents - RCA structuring and knowledge retrieval - Guide team members on effective AI usage - Identify use cases for automation and AI-led resolution

Why Cleo

Join. Grow. Lead the Future of Supply Chain.

At Cleo we don't just manage supply chains - we orchestrate them. You'll be empowered to drive transformation, deliver excellence, and shape the future of global operations. Whether you're joining us from outside or growing within, this is your platform to lead with purpose, innovate with impact, and thrive in a culture that champions your growth.

WHY JOIN US

Strategic Influence

Be at the helm of global supply chain strategy, driving decisions that impact customers, partners, and communities worldwide.

Innovation-Driven Culture

Work with the latest in AI, automation, and digital supply chain platforms to solve complex challenges.

End-to-End Visibility

Lead across planning, sourcing, logistics, and fulfillment - connecting dots others can't see.

Sustainability at the Core

Help build ethical, transparent, and sustainable supply chains that make a difference.

WHY GROW WITH US

Leadership Development

Access world-class programs, executive mentorship, and rotational opportunities to accelerate your career.

Internal Mobility

We prioritize internal talent - your next big opportunity could be just one conversation away.

Recognition & Impact

Your ideas matter.Your leadership is visible. Your success is celebrated.

Inclusive Community

Thrive in a diverse, collaborative environment where every voice is heard and respected.

We are a Talent Destination for supply chain leaders who want to make bold moves, solve real world problems, and grow without limits. Whether you're stepping into your first leadership role or scaling new heights - your journey starts here. Cleo Never Stops.

Total Rewards

Benefits

• Group Medical Insurance & Group Personal Accident Insurance coverage

• PF & Retiral benefits

• Flexible PTO and company holidays

• Wellness Benefit of 15000 per year

• Cleo Cares - CSR initiatives

Equal Opportunity Statement

Cleo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Cleo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

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