{"id":4000511,"url":"https://alion.io/job/cleo-integration-cloud-senior-support-engineer-i","title":"Senior Support Engineer I","company":{"id":179386,"name":"Cleo Integration Cloud","domain":"cleo.com","url":"https://alion.io/company/cleo-2","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":70000,"max":80000,"currency":"USD","period":"year","gross":null,"usd_annual":80000},"salary_estimate":null,"experience_years_min":9,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false}],"status":"live","first_seen_at":"2026-11-10T00:16:42Z","employer_posted_date":"2026-11-10","last_verified_at":"2026-11-10T03:15:52Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"We’re looking for an experienced EDI and integration professional who thrives on solving complex technical challenges and improving how support teams operate. You’ll serve as a trusted escalation point for critical incidents and complex issues across EDI, APIs, and SFTP while helping ensure problems are resolved thoroughly and recurring issues are addressed at their source. You’ll also share your expertise with other engineers, strengthen support processes, and identify opportunities to use automation and AI to improve efficiency, reliability, and the customer experience.\nEssential Duties & Responsibilities\nLead Critical Incident Response: Serve as the incident commander for P1/P2 incidents, providing clear direction, making real-time decisions, coordinating technical resources, and driving incidents through timely resolution. Maintain a consistent communication cadence to ensure stakeholders remain informed and confident throughout the incident lifecycle.\nDrive Advanced Troubleshooting and Root Cause Analysis: Lead the resolution of complex technical issues across EDI, API, and SFTP environments. Conduct thorough root cause analyses, identify contributing factors, and establish preventive actions that reduce recurring issues and improve first-time resolution.\nProvide Technical Oversight and Delivery Assurance: Monitor active support workloads and proactively intervene when tickets stall, require escalation, or are at risk of breaching SLAs. Ensure alerts and tickets are appropriately owned, prioritized, and progressed through resolution.\nStrengthen Backlog and Case Management: Lead regular backlog reviews, improve queue health, and develop action plans for aging or complex cases. Identify systemic issues and coordinate their end-to-end resolution while driving improvements in ticket quality and documentation.\nCoach and Develop Technical Talent: Mentor engineers on advanced troubleshooting, incident management, root cause analysis, and operational best practices. Serve as a key escalation point for technical guidance and provide ongoing feedback that strengthens team capability and reduces unnecessary escalations.\nAdvance Automation and Operational Excellence: Identify opportunities to improve alert tuning, SOP maturity, and automated resolution capabilities. Contribute innovative ideas that leverage AI, automation, and process improvements to reduce operational noise and increase team efficiency.\nUse Data to Drive Continuous Improvement: Monitor operational performance through measures such as P1/P2 MTTR, escalation effectiveness, issue recurrence, backlog aging, ticket quality, automation adoption, and team capability. Use these insights to identify trends and lead continuous improvement initiatives.\nAI Fluency Competencies\nWe embrace AI and emerging technologies as part of how we work, solve problems, and continuously improve. In this role, you’ll be expected to:\nDemonstrate comfort using AI-enabled tools to support day-to-day work and enhance productivity.\nApply AI thoughtfully to improve efficiency, quality, and decision-making.\nAdapt as AI capabilities, tools, and best practices continue to evolve.\nIdentify opportunities to incorporate AI and automation into workflows and processes.\nUse AI responsibly and in accordance with our AI Acceptable Use Policy.\nPrerequisites\n9+ years of relevant experience, including significant hands-on experience with EDI technologies and enterprise integrations.\n\nBachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent relevant professional experience.\nDeep knowledge of EDI mapping, transformation, and standards, including ANSI X12 and EDIFACT.\n\nExperience transforming data across EDI, XML, flat-file, and spreadsheet formats.\n\nStrong knowledge of integration and file transfer protocols, including AS2, FTP/FTPS, SFTP, and HTTP/HTTPS.\n\nProven ability to troubleshoot complex integration issues, perform root cause analysis, and develop solutions that prevent recurrence.\n\nStrong analytical and problem-solving skills with the ability to navigate complex or ambiguous technical challenges.\n\nExcellent communication and collaboration skills, with the ability to work across technical teams, business stakeholders, and leadership.\n\nA collaborative approach and willingness to mentor, guide, and support other engineers.\n\nNice to Have\nExperience in B2B/ EDI Support Role\nA few things we offer \nCompensation Range: $70,000 to $80,000 annual salary \nGreat Healthcare + Dental + Vision\nFlexible PTO\nCulture of support, encouraging Life-Work balance\n401k match\nFSA and HSA options\nEmployee Assistance Program\nPaid Parental Leave\nRemote work environment \nAccelerated title and salary growth potential \nA fun and energetic work environment that makes you excited to go to work every day\nWe use artificial intelligence (AI) tools to assist in certain stages of our recruitment process, such as resume screening and candidate matching. These tools are designed to support fair and consistent evaluations. If you have questions about this process or would like to request an alternative assessment method, please contact us at .\nCleo Communications US, LLC is an equal opportunity/affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by law.","description_format":"text","description_chars":5530,"description_truncated":false,"requirements":{"experience_years_min":9,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["401k plan","Parental leave"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Integration & API Management","Supply Chain & Logistics Software"],"lifecycle":[{"event":"open","at":"2026-11-10T03:15:52Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":132,"reasons":["conf:2","win:early"],"computed_at":"2026-11-10T05:57:22Z"},"pay":{"stated_usd_annual":80000,"is_top_pay":false},"html_url":"https://alion.io/job/cleo-integration-cloud-senior-support-engineer-i","json_url":"https://alion.io/job/cleo-integration-cloud-senior-support-engineer-i.json","meta":{"generated_at":"2026-11-10T05:57:22Z","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":13793,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"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":179386},"rest":"https://alion.io/mcp/rest/get_company?id=179386"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcleo-integration-cloud-senior-support-engineer-i"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"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-integration-cloud-senior-support-engineer-i"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"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-integration-cloud-senior-support-engineer-i"},{"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-integration-cloud-senior-support-engineer-i\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcleo-integration-cloud-senior-support-engineer-i"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4000511}},{"tool":"search_jobs","arguments":{"company":"cleo.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4000511},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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