Support Engineer I

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for customers through phone, email, chat, and remote support sessions.

• Provide outstanding customer service by addressing inquiries and technical issues promptly, professionally, and empathetically.

• Diagnose and resolve problems related to software installation, configuration, licensing, upgrades, integrations, and daily product usage.

• Evaluate customer-reported issues, pinpoint root causes, and deliver timely, effective solutions.

• Oversee assigned support queues and handle cases in line with established service level agreements (SLAs).

• Accurately document troubleshooting steps, resolutions, and customer interactions within support systems.

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

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

• Recognize recurring customer issues and suggest enhancements to support documentation, processes, and product functionality.

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

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

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

• Identify opportunities for automating repetitive tasks and enhancing support efficiency through AI and workflow automation technologies.

⛳️ Requirements

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

• A strong customer service orientation with a genuine passion for assisting customers in achieving success.

• Basic knowledge of Windows and Linux operating systems.

• Foundational understanding of networking concepts, including TCP/IP, DNS, firewalls, and connectivity troubleshooting.

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

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

• Excellent written and verbal communication skills.

• Capability to prioritize multiple issues and work efficiently in a fast-paced environment.

🏝️ Benefits

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

• Comprehensive Healthcare + Dental + Vision coverage

• Flexible Paid Time Off (PTO)

• Supportive culture promoting Life-Work balance

• 401k matching contributions

• Flexible Spending Account (FSA) and Health Savings Account (HSA) options

• Employee Assistance Program

• Paid Parental Leave

• Opportunity to represent a company with over 4,000 clients and a 99% retention rate

• Potential for accelerated title and salary growth

• A vibrant and energetic work environment that makes you eager to come to work each day