Senior 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

Own the technical leadership of the team and end-to-end reliability of complex transaction operations, ensuring faster resolution, reduced repeat failures, and consistent SLA performance across the shift/team.

What You'll Do

Incident Leadership & Command

Lead P1/P2 incidents as incident commander, driving structured and timely resolution
Make real-time decisions during escalations and guide the team clearly
Ensure strong communication cadence and stakeholder confidence
Measure: P1/P2 MTTR, escalation effectiveness, stakeholder feedback

Advanced Troubleshooting & Problem Solving

Handle highly complex issues across EDI/API/SFTP ecosystems
Perform deep RCA with clear root cause and preventive actions
Solve ambiguous problems by connecting patterns across systems
Measure: repeat issue reduction, RCA quality score, first-time resolution rate

Team Oversight & Delivery Assurance

Oversee queue health, workload distribution, and SLA adherence
Actively intervene where tickets stall or risk SLA breaches
Ensure no missed alerts or orphaned tickets
Measure: SLA adherence %, backlog aging, queue hygiene

Backlog Governance & Improvement

Lead backlog reviews and action plans
Identify systemic issues and ensure end-to-end closure of fixes
Improve team-wide ticket quality through continuous feedback
Measure: backlog reduction trends, ticket audit scores, issue recurrence rate

Coaching & Capability Building

Mentor engineers on troubleshooting, incident handling, and RCA quality
Act as the first point of escalation for technical guidance
Uplift overall team capability through structured feedback
Measure: team skill progression, reduction in dependency/escalations

Automation & Process Leadership

Drive improvements in:
Alert tuning
SOP maturity
Auto-resolution opportunities
Contribute ideas toward AI-driven and automation-led operations
Measure: automation ideas implemented, noise reduction metrics

What You Bring

Required

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

Experience in B2B/EDI Support role
Experience in Cleo Products

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.