Support Engineer

Department: Support

Level: IC – Mid-Level

Location: Bangalore

Type: Full Time

Reports To: Manager/ Senior Manager- Support

About Cleo

Cleo 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.

Our 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.

Trusted 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.

The Opportunity

You will own the end-to-end resolution of transaction issues, ensuring incidents are not just fixed but understood, reduced, and prevented from recurring.

What You'll Do

Own incident resolution end-to-end
Take full ownership of P2/P3 issues from triage → resolution → validation
Ensure MTTR targets are consistently met or improved
Perform structured root cause analysis
Go beyond symptoms to identify true root causes (data, mapping, partner behavior, platform issues)
Document RCA clearly with corrective actions
Handle integration troubleshooting
Analyze EDI/API/SFTP failures (payloads, mappings, logs, retries)
Perform reprocessing and validation with minimal impact
Drive backlog reduction
Close aging tickets with meaningful resolution (not superficial closures)
Improve ticket quality and triage
Correct misclassified tickets from L1 and guide better categorization
Ensure every ticket has complete diagnostic context
Identify patterns and trends
Spot recurring failures across partners or flows (at least 2–3 insights/month)
Highlight risks early before escalation
Collaborate cross-functionally
Work closely with Engineering, Integration, and Customer teams
Provide actionable inputs—not just problem statements
Contribute to knowledge and SOPs
Update knowledge base with solutions and learnings
Suggest SOP improvements based on ground reality

What You Bring

Required

3-5years EDI experience in a product/iPaas/SAAS company
Strong technical understanding of communication protocols
Experience in EDI Mapping
Experience with EDI mapping (EDI to XML, EDI to flat file etc.)
Good understanding of ANSI X12 and EDIFACT standards.
Experience with XML, flat files and spreadsheets.
Experience with transfer protocols such AS2, FTP/s, SFTP and HTTP/s.
Team player with good written and verbal communication skills.
Analytical and problem-solving skills.

Preferred

Behavior Competencies

Initiative & Innovation- Ability to be proactive and develop new ideas

Level 2: Initiative -Takes initiatives within their area of responsibility to accelerate finding solutions. Detects problems, escalates with proposed solutions.

Leadership & Management -Ability to work within or lead a team

Level 1: Team Oriented -Actively cooperates with team members, shares knowledge proactively, and seeks advice when needed.

Planning & Organization- Ability to manage tasks and activities

Level 2: Scheduling- Determines a course of action by breaking it into smaller steps, planning and resourcing each, and adjusting for potential problems.

Customer Focus- Ability to manage relationships with customers

Level 2: Customer Oriented- Understands the needs of external customers and keeps them in mind when taking actions or making decisions.

Interpersonal Communication- Ability to communicate effectively with people

Level 2: Active Listening & Empathy- Listens to others' points of view through verbal and non-verbal communication. Formulates own views while understanding others'.