Senior Support Engineer

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: ▸ o Alert tuning ▸ o SOP maturity ▸ o Auto-resolution opportunities ▸ • Contribute ideas toward…