<p><strong>Support Engineer</strong></p> <p><strong>Department:</strong> Support</p> <p><strong>Level: IC – </strong>Mid-Level<strong> </strong></p> <p><strong>Location:</strong> Bangalore </p> <p><strong>Type:</strong> Full Time<strong> </strong></p> <p><strong>Reports To: </strong>Manager/ Senior Manager- Support</p> <p> </p> <p><strong>About Cleo</strong></p> <p>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.</p> <p>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.</p> <p>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.</p> <p> </p> <p><strong>The Opportunity </strong></p> <p>You will own the end-to-end resolution of transaction issues, ensuring incidents are not just fixed but understood, reduced, and prevented from recurring.</p> <p> </p> <p><strong>What You'll Do</strong></p> <ul> <li>Own incident resolution end-to-end</li> <li>Take full ownership of P2/P3 issues from triage → resolution → validation</li> <li>Ensure MTTR targets are consistently met or improved</li> <li>Perform structured root cause analysis</li> <li>Go beyond symptoms to identify true root causes (data, mapping, partner behavior, platform issues)</li> <li>Document RCA clearly with corrective actions</li> <li>Handle integration troubleshooting</li> <li>Analyze EDI/API/SFTP failures (payloads, mappings, logs, retries)</li> <li>Perform reprocessing and validation with minimal impact</li> <li>Drive backlog reduction</li> <li>Close aging tickets with meaningful resolution (not superficial closures)</li> <li>Improve ticket quality and triage</li> <li>Correct misclassified tickets from L1 and guide better categorization</li> <li>Ensure every ticket has complete diagnostic context</li> <li>Identify patterns and trends</li> <li>Spot recurring failures across partners or flows (at least 2–3 insights/month)</li> <li>Highlight risks early before escalation</li> <li>Collaborate cross-functionally</li> <li>Work closely with Engineering, Integration, and Customer teams</li> <li>Provide actionable inputs—not just problem statements</li> <li>Contribute to knowledge and SOPs</li> <li>Update knowledge base with solutions and learnings</li> <li>Suggest SOP improvements based on ground reality</li> </ul> <p> </p> <p><strong>What You Bring</strong></p> <p><strong>Required</strong></p> <ul> <li>3-5years EDI experience in a product/iPaas/SAAS company</li> <li>Strong technical understanding of communication protocols</li> <li>Experience in EDI Mapping</li> <li>Experience with EDI mapping (EDI to XML, EDI to flat file etc.)</li> <li>Good understanding of ANSI X12 and EDIFACT standards.</li> <li>Experience with XML, flat files and spreadsheets.</li> <li>Experience with transfer protocols such AS2, FTP/s, SFTP and HTTP/s.</li> <li>Team player with good written and verbal communication skills.</li> <li>Analytical and problem-solving skills.</li> </ul> <p><strong>Preferred</strong></p> <p><strong>Behavior Competencies</strong></p> <p><strong>Initiative & Innovation- </strong>Ability to be proactive and develop new ideas</p> <p><strong>Level 2: Initiative -</strong>Takes initiatives within their area of responsibility to accelerate finding solutions. Detects problems, escalates with proposed solutions.</p> <p> </p> <p><strong>Leadership & Management -</strong>Ability to work within or lead a team</p> <p><strong>Level 1: Team Oriented -</strong>Actively cooperates with team members, shares knowledge proactively, and seeks advice when needed.</p> <p> </p> <p><strong>Planning & Organization- </strong>Ability to manage tasks and activities</p> <p><strong>Level 2: Scheduling- </strong>Determines a course of action by breaking it into smaller steps, planning and resourcing each, and adjusting for potential problems.</p> <p> </p> <p><strong>Customer Focus-</strong> Ability to manage relationships with customers</p> <p><strong>Level 2: Customer Oriented-</strong> Understands the needs of external customers and keeps them in mind when taking actions or making decisions.</p> <p> </p> <p><strong>Interpersonal Communic