Support Engineer II (EEI)

Support Engineer II is the first line of the technical support team responsible for basic and complex customer issues. They serve as the first point of contact for customers seeking technical assistance via phone, email, or solution center. 

The essential functions include, but are not limited to the following:

• Monitor tickets to ensure Initial Response SLA Agreement is achieved  
• Troubleshoot and develop technical solutions related to software and setup errors for customers, and communicate cause of failure and solution 
• Create alternate solutions when standard procedures have failed and ensure issues are resolved in a timely fashion 
• Escalate urgent problems requiring more in-depth knowledge, when needed 
• Contribute to knowledge base by documenting best practices to assist in making day to day work more efficient 

• Degree in Computer Science, Programming, or related field; Bachelor’s Degree preferred or equivalent experience  
• Experience providing customer service 
• Experience with IBM I operating system 
• Experience with CLEO EEI software 
• Database knowledge 
• Exposure to FTP or AS2 Protocols 
• Experience with EDI standards 

• Competitive base salary + commission
• Great Healthcare + Dental + Vision plans available 
• Flexible PTO offerings with focus on life-work balance 
• Culture of support and development 
• 401k match
• FSA and HSA options
• Employee Assistance Program
• Paid Parental Leave
• Remote work environment
• Representing a company with 4,100+ clients and a 95% retention rate
• Accelerated title and salary growth potential 
• A fun and energetic work environment that makes you excited to go to work every day

Cleo Communications, 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.