The Support Engineer I acts as the first point of contact for customers, resolving technical issues, and ensuring an excellent customer experience with Cleo software.
The Support Engineer I provides initial contact with customers, assessing and assisting with technical issues and customer inquiries. The Support Engineer I is dedicated and driven to provide each client with an excellent customer experience. This position is responsible for performing technical support for clients and providing appropriate resolutions for all technical issues related to Cleo software.
What You Will Be Doing
Your Qualifications
A few things we have to offer:
What You Will Be Doing
- Provide initial contact with customers via phone, email, or remote access, addressing customer inquiries while ensuring top-tier customer service.
- Troubleshoot and develop technical solutions related to software licensing, installation, configuration, and general operation for customers.
- Monitor assigned customer queues and provide appropriate responses to meet stated SLAs.
- Escalate urgent problems requiring more in-depth knowledge to the next level of engineers.
- Leverage the Solution Center effectively, including the knowledge base, to assist and inform customers.
- Provide appropriate, relevant verbal and written content to customers.
Your Qualifications
- Bachelor's Degree or 1+ years of Technical Support work experience
- Customer Service Experience
- General Operating System Knowledge
- General Networking knowledge
- General Software Knowledge (Installation, Configuration, Migration, Removal)
- Communication Protocol experience (HTTP / SMPT / FTP / SSHFTP)
A few things we have to offer:
- Compensation $55,000 to $65,000 annually
- Great Healthcare + Dental + Vision
- Flexible PTO
- Culture of support, encouraging Life-Work balance
- 401k match
- FSA and HSA options
- Employee Assistance Program
- Paid Parental Leave
- Representing a company with 4,000+ clients and a 99% retention rate
- Accelerated title and salary growth potential
- A fun and energetic work environment that makes you excited to go to work every day
Top Skills
Cleo Software
Ftp
HTTP
Smtp
Sshftp
Similar Jobs at Cleo
Cloud • eCommerce • Information Technology • Professional Services • Software
The Business Analyst aligns platform integration with core processes, ensuring data flow efficiency across supply chain, finance, and logistics through EDI and ERP systems.
Top Skills:
Cleo Integration CloudEdi EdifactEdi X12Microsoft DynamicsNetSuiteOracleSAP
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
