{"id":1572286,"url":"https://alion.io/job/cleo-india-industries-senior-support-engineer","title":"Senior Support Engineer","company":{"id":674476,"name":"Cleo India Industries","domain":"cleoindia.com","url":"https://alion.io/company/cleoindia","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":14500,"max_usd":34000,"period":"year","method":"role_seniority_country_cell","sample_n":8},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false}],"status":"live","first_seen_at":"2026-10-01T07:10:22Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-23T15:00:38Z","board_verified":true,"closed_at":null,"days_open":22,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":22},"description":"Senior Support Engineer\nDepartment: Support\nLevel: IC - Mid-Level\nLocation: Bangalore\nType: Full Time\nReports To: Manager/ Senior Manager- Support\nAbout Cleo \nCleo 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.\nOur 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.\nTrusted 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.\nThe Opportunity\nOwn 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.\nWhat You'll Do\nIncident Leadership & Command\nLead P1/P2 incidents as incident commander, driving structured and timely resolution\nMake real-time decisions during escalations and guide the team clearly\nEnsure strong communication cadence and stakeholder confidence\nMeasure: P1/P2 MTTR, escalation effectiveness, stakeholder feedback\nAdvanced Troubleshooting & Problem Solving\nHandle highly complex issues across EDI/API/SFTP ecosystems\nPerform deep RCA with clear root cause and preventive actions\nSolve ambiguous problems by connecting patterns across systems\nMeasure: repeat issue reduction, RCA quality score, first-time resolution rate\nTeam Oversight & Delivery Assurance\nOversee queue health, workload distribution, and SLA adherence\nActively intervene where tickets stall or risk SLA breaches\nEnsure no missed alerts or orphaned tickets\nMeasure: SLA adherence %, backlog aging, queue hygiene\nBacklog Governance & Improvement\nLead backlog reviews and action plans\nIdentify systemic issues and ensure end-to-end closure of fixes\nImprove team-wide ticket quality through continuous feedback\nMeasure: backlog reduction trends, ticket audit scores, issue recurrence rate\nCoaching & Capability Building\nMentor engineers on troubleshooting, incident handling, and RCA quality\nAct as the first point of escalation for technical guidance\nUplift overall team capability through structured feedback\nMeasure: team skill progression, reduction in dependency/escalations\nAutomation & Process Leadership\nDrive improvements in:\nAlert tuning\nSOP maturity\nAuto-resolution opportunities\nContribute ideas toward AI-driven and automation-led operations\nMeasure: automation ideas implemented, noise reduction metrics\nWhat You Bring\nRequired\nExperience with EDI mapping (EDI to XML, EDI to flat file etc.)\nGood understanding of ANSI X12 and EDIFACT standards.\nExperience with XML, flat files and spreadsheets.\nExperience with transfer protocols such AS2, FTP/s, SFTP and HTTP/s.\nTeam player with good written and verbal communication skills.\nAnalytical and problem-solving skills.\nPreferred\nExperience in B2B/EDI Support role\nExperience in Cleo Products\nBehavior Competencies\nInitiative & Innovation- Ability to be proactive and develop new ideas\nLevel 2: Initiative - Takes initiatives within their area of responsibility to accelerate finding solutions. Detects problems, escalates with proposed solutions.\nLeadership & Management - Ability to work within or lead a team\nLevel 1: Team Oriented - Actively cooperates with team members, shares knowledge proactively, and seeks advice when needed.\nPlanning & Organization- Ability to manage tasks and activities\nLevel 2: Scheduling- Determines a course of action by breaking it into smaller steps, planning and resourcing each, and adjusting for potential problems.\nCustomer Focus- Ability to manage relationships with customers\nLevel 2: Customer Oriented- Understands the needs of external customers and keeps them in mind when taking actions or making decisions.\nInterpersonal Communication- Ability to communicate effectively with people\nLevel 2: Active Listening & Empathy- Listens to others' points of view through verbal and non-verbal communication. Formulates own views while understanding others'.\nAchievement Focus- Ability to achieve objectives\nLevel 2: Persistence- Meets targets and fulfills agreements even when adverse circumstances prevail. Stays focused and resourceful under pressure.\nSolution Finding- Ability to analyze situations and find accurate solutions\nLevel 2: Information Acquisition- Identifies gaps in available information and provides solutions for fixing them. Takes new information into account and modifies understanding accordingly.\nPeople Focus- Ability to account for the human factor\nLevel 2: Efficiency of Staff- Manages own stress and avoids impacting team members. Anticipates and manages potential conflicts. Champions diversity through a positive approach.\nAI Fluency \nHas 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.\nExpected to leverage AI consistently for decision-making and efficiency, while driving adoption within the team.\nUse AI for:\nBacklog analysis and prioritization\nPattern detection across incidents\nRCA structuring and knowledge retrieval\nGuide team members on effective AI usage\nIdentify use cases for automation and AI-led resolution\nWhy Cleo\nJoin. Grow. Lead the Future of Supply Chain.\nAt 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.\n\nWHY JOIN US\nStrategic Influence\nBe at the helm of global supply chain strategy, driving decisions that impact customers, partners, and communities worldwide.\nInnovation-Driven Culture\nWork with the latest in AI, automation, and digital supply chain platforms to solve complex challenges.\nEnd-to-End Visibility\nLead across planning, sourcing, logistics, and fulfillment - connecting dots others can't see.\nSustainability at the Core\nHelp build ethical, transparent, and sustainable supply chains that make a difference.\n\nWHY GROW WITH US\nLeadership Development\nAccess world-class programs, executive mentorship, and rotational opportunities to accelerate your career.\nInternal Mobility\nWe prioritize internal talent - your next big opportunity could be just one conversation away.\nRecognition & Impact\nYour ideas matter. Your leadership is visible. Your success is celebrated.\nInclusive Community\nThrive in a diverse, collaborative environment where every voice is heard and respected.\nWe 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.\nTotal Rewards\nBenefits\nGroup Medical Insurance & Group Personal Accident Insurance coverage\nPF & Retiral benefits\nFlexible PTO and company holidays\nWellness Benefit of 15000 per year\nCleo Cares - CSR initiatives\nEqual Opportunity Statement\nCleo 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.\nCleo 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.","description_format":"text","description_chars":8642,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Health insurance","Insurance coverage"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Automotive Components"],"lifecycle":[{"event":"open","at":"2026-10-01T08:25:15Z"}],"visa":[],"liveness":{"score":61,"band":"ok","label":"Likely open","p_open":1,"p_active":0.813,"p_room":0.75,"age_days":21,"expected_fill_days":27,"reasons":["conf:0","velocity","win:late"],"computed_at":"2026-10-23T05:54:15Z"},"pay":null,"html_url":"https://alion.io/job/cleo-india-industries-senior-support-engineer","json_url":"https://alion.io/job/cleo-india-industries-senior-support-engineer.json","meta":{"generated_at":"2026-10-23T18:43:33Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":674476},"rest":"https://alion.io/mcp/rest/get_company?id=674476"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcleo-india-industries-senior-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcleo-india-industries-senior-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcleo-india-industries-senior-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cleo-india-industries-senior-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcleo-india-industries-senior-support-engineer"}]}