Support Engineer I

Position Overview

The Support Engineer I serves as the first point of contact for Cleo customers, providing exceptional technical assistance and ensuring a positive customer experience. This role is responsible for troubleshooting, diagnosing, and resolving software-related issues while guiding customers through product use, configuration, and best practices.

The ideal candidate combines strong technical aptitude, customer-centric problem solving, and a continuous learning mindset. As an AI-forward organization, Cleo expects team members to effectively leverage AI-powered tools and automation to improve productivity, accelerate issue resolution, and enhance the customer experience.

Customer Support & Issue Resolution

Serve as the primary point of contact for customers via phone, email, chat, and remote support sessions.

Deliver exceptional customer service by responding promptly, professionally, and empathetically to customer inquiries and technical issues.

Troubleshoot and resolve issues related to software installation, configuration, licensing, upgrades, integrations, and day-to-day product usage.

Analyze customer-reported issues, identify root causes, and provide timely, effective solutions.

Case Management & Escalation

Monitor assigned support queues and manage cases in accordance with established service level agreements (SLAs).

Document troubleshooting steps, resolutions, and customer communications accurately within support systems.

Escalate complex or high-priority issues to senior engineers and cross-functional teams while maintaining ownership of customer communications.

Knowledge Management

Utilize and contribute to Cleo's Solution Center, Knowledge Base, and internal documentation resources.

Identify recurring customer issues and recommend improvements to support documentation, processes, and product functionality.

Share knowledge and best practices with team members to continuously improve support effectiveness.

AI & Continuous Improvem