​This is a full-time, entry-level Support Engineer I role at Cleo, a company focused on providing software solutions, likely in the data integration or B2B/EDI space (implied by the high client retention rate and focus on communication protocols). This position is the initial point of contact for technical issues, focusing on software troubleshooting, licensing, installation, and meeting defined SLAs.

• ​Location: Remote – US.
• ​Compensation: $55,000 to $65,000 annually.
• ​Experience Required: Bachelor’s Degree or 1+ years of Technical Support work experience.
• ​Focus: Providing initial contact, diagnosing basic issues related to software installation/configuration, managing queues, and escalating urgent problems.
• ​Technical Requirement: Experience with Communication Protocols (HTTP / SMPT / FTP / SSHFTP).

​What You Will Be Doing: Initial Contact, Troubleshooting, and SLA Management

​The Support Engineer I is crucial for providing a top-tier customer experience by efficiently handling and resolving initial technical inquiries.

• ​Customer Contact: Provide initial contact with customers via phone, email, or remote access, ensuring top-tier customer service.
• ​Troubleshooting: Troubleshoot and develop technical solutions related to software licensing, installation, configuration, and general operation for customers.
• ​Queue Management: Monitor assigned customer queues and provide appropriate responses to meet stated SLAs.
• ​Escalation: Escalate urgent problems requiring more in-depth knowledge to the next level of engineers.
• ​Knowledge Utilization: Leverage the Solution Center effectively, including the knowledge base, to assist and inform customers.
• ​Communication: Provide appropriate, relevant verbal and written content to customers.

​Required Qualifications and Technical Knowledge

​The role requires foundational knowledge across operating systems, networking, and common communication protocols.

• ​Experience/Education: Bachelor’s Degree or 1+ years of Technical Support work experience.
• ​Soft Skills: Strong Customer Service Experience.
• ​Technical Foundation:
  • ​General Operating System Knowledge.
  • ​General Networking knowledge.
  • ​General Software Knowledge (Installation, Configuration, Migration, Removal).
  • ​Communication Protocol experience (HTTP / SMPT / FTP / SSHFTP).