[Remote] Support Engineer I

Note: The job is a remote job and is open to candidates in USA. Cleo is a company dedicated to providing excellent customer service, and they are seeking a Support Engineer I to assist customers with technical issues related to their software. The role involves troubleshooting, providing technical support, and ensuring customer satisfaction through effective communication and problem resolution. Responsibilities Provide initial contact with customers via phone, email, or remote access, addressing customer inquiries while ensuring top-tier customer service Troubleshoot and develop technical solutions related to software licensing, installation, configuration, and general operation for customers Monitor assigned customer queues and provide appropriate responses to meet stated SLAs Escalate urgent problems requiring more in-depth knowledge to the next level of engineers Leverage the Solution Center effectively, including the knowledge base, to assist and inform customers Provide appropriate, relevant verbal and written content to customers Skills Bachelor's Degree or 1+ years of Technical Support work experience Customer Service Experience General Operating System Knowledge General Networking knowledge General Software Knowledge (Installation, Configuration, Migration, Removal) Communication Protocol experience (HTTP / SMPT / FTP / SSHFTP) Benefits Great Healthcare + Dental + Vision Flexible PTO 401k match FSA and HSA options Employee Assistance Program Paid Parental Leave Company Overview Cleo offers enterprise integration software solutions that enable managed file transfer, network fax, and interactive messaging activities. It was founded in 1976, and is headquartered in Loves Park, Illinois, USA, with a workforce of 201-500 employees. Its website is Company H1B Sponsorship Cleo has a track record of offering H1B sponsorships, with 8 in 2025, 5 in 2024, 1 in 2023, 8 in 2022, 5 in 2021, 6 in 2020. Please note that this does not guarantee sponsorship for this specific role.