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Added 3 mins ago
Engineer II, Software Assurance, Product Security (Remote)
CrowdStrike
Pierre, SD
As a Security Engineer II, you will focus on securing our open-source footprint and upstream dependencies. You will perform technical security assessments of GitHub organizations and…
Added 4 mins ago
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Senior Full Stack Engineer – .NET & C#
Cognizant
Pierre, SD
- $86,000 to $99,000 USD / year
As a Senior Full Stack Engineer – .NET & C#, you will make an impact by designing and developing scalable enterprise applications that support healthcare payer operations, including…
Added 4 mins ago
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Senior .NET Full Stack Engineer with C#
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Pierre, SD
- $86,000 to $99,000 USD / year
As a Senior .NET Full Stack Engineer with C#, you will make an impact by designing and developing scalable enterprise applications that support healthcare payer operations, including…
Added 4 mins ago
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Senior Java Full Stack Engineer – Spring Boot & AWS
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- $86,000 to $99,000 USD / year
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Added 4 mins ago
Senior Network Engineer
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Added 4 mins ago
CMC Mechanical Analysis Lead Engineer
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The Lead Engineer will be responsible for supporting and leading mechanical analysis projects for CMC hot section hardware and/or interfacing metallic components with specific focus on…
Added 4 mins ago
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Senior Support Engineer I
Cleo
Pierre, SD
- $70,000 to $80,000 USD / year
We’re looking for an experienced EDI and integration professional who thrives on solving complex technical challenges and improving how support teams operate. You’ll serve as a trusted…
Added 4 mins ago
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GCP data Engineer
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- $100,000 to $120,000 USD / year
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Added 4 mins ago
Full Stack Software Engineer
Sapho Bio
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We are looking for a Full Stack Software Engineer to own the software that runs our lab and our business. You will maintain and extend our customer-facing app, and build the internal tools…
Added 8 mins ago
Systems Engineer
Astrion
Houston, TX
We have an exciting opportunity for a Systems Engineer to join the JETSII Contract with Astrion.
Added 8 mins ago
Executive Vice President, Integrated Air and Missile Defense
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Added 14 mins ago
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Senior AI Software Engineer / Automation Architect
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- $120,000 to $150,000 USD / year
S&J Plumbing is seeking a Senior AI Software Engineer / Automation Architect to help build a smarter, more efficient organization as we continue to grow.
Added 16 mins ago
Staff Mechanical Engineer
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Added 16 mins ago
Principal Actuation Systems Electrical Lead
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tewksbury, MA
…opportunity for an Actuation Systems Leader (P4 Electrical Engineer) with control system, power conversion, and leadership experience. The ideal candidate possesses a combination of project…
Added 16 mins ago
Principal, Software Engineer - Enterprise Automation Frameworks & Support
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Principal Automation Engineer, Enterprise Automation Frameworks & Support is a senior technical leader responsible for defining, designing, and scaling enterprise-wide test automation…
Added 16 mins ago
Senior Ethics & Compliance Strategic Program Manager
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It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could…
Added 16 mins ago
Senior Data & Analytics Solution Sales Executive - Healthcare
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Added 16 mins ago
Senior Data & Analytics Solution Sales Executive - State and Local Government
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Boston, MA
It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could…
Added 16 mins ago
Senior Systems Engineer (ONSITE)
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…sensors, cyber and software solutions, as well as providing integration of Mission Systems. As part of the Strategic Communications Department, the Systems Engineering department supports a…
Added 17 mins ago
Supplier Quality Engineer, OEM Networking
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…experiences, delivering unparalleled performance, efficiency, and…
Added 20 mins ago
Senior Computer Scientist
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Leads the development, test, and integration of code for new or existing software of significant complexity involving multiple teams.
Added 21 mins ago
Senior Principal Systems Engineer / SME (Cyber & Analytics)
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Added 28 mins ago
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Customer Solutions
Sent, Inc.
New York City, NY
- $130,000 to $230,000 USD / year
Once a customer signs, you take over. As a Customer Solutions Engineer, you own the customer's journey from signed contract to live, growing, and happy. You'll get them onboarded,…
Added 41 mins ago
Mechanical Engineer, Launch Mount/Tower (Starship)
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Starbase, TX · Brownsville, TX
As a mechanical engineer, you will develop the Starship Tower, Launch Mount, and test stands from system architecture through design, analysis, manufacturing, integration, activation, and…
Added 42 mins ago
Sales Engineer - Pacific Northwest
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We’re looking for a Sales Engineer to join us on this journey. As the technical voice of our sales team, you’ll partner closely with our first Account Executive and founders to engage…

Closed listing

Cleo

Senior Support Engineer I

Boston, MA, United States

$70,000 to $80,000 USD / year

This opening has closed.

The original listing is kept below for reference.

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About employer

Job details

Pay: $70,000 to $80,000 USD / year
Experience: 9+ years of relevant experience, including significant hands-on experience with EDI technologies and enterprise integrations.
Posting language: English
Posted: Nov 9, 2026

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Original job description

Archived listing. The details below describe a past opening.

Senior Support Engineer I

Remote

We’re looking for an experienced EDI and integration professional who thrives on solving complex technical challenges and improving how support teams operate. You’ll serve as a trusted escalation point for critical incidents and complex issues across EDI, APIs, and SFTP while helping ensure problems are resolved thoroughly and recurring issues are addressed at their source. You’ll also share your expertise with other engineers, strengthen support processes, and identify opportunities to use automation and AI to improve efficiency, reliability, and the customer experience.

Essential Duties & Responsibilities

Lead Critical Incident Response: Serve as the incident commander for P1/P2 incidents, providing clear direction, making real-time decisions, coordinating technical resources, and driving incidents through timely resolution. Maintain a consistent communication cadence to ensure stakeholders remain informed and confident throughout the incident lifecycle.
Drive Advanced Troubleshooting and Root Cause Analysis: Lead the resolution of complex technical issues across EDI, API, and SFTP environments. Conduct thorough root cause analyses, identify contributing factors, and establish preventive actions that reduce recurring issues and improve first-time resolution.
Provide Technical Oversight and Delivery Assurance: Monitor active support workloads and proactively intervene when tickets stall, require escalation, or are at risk of breaching SLAs. Ensure alerts and tickets are appropriately owned, prioritized, and progressed through resolution.
Strengthen Backlog and Case Management: Lead regular backlog reviews, improve queue health, and develop action plans for aging or complex cases. Identify systemic issues and coordinate their end-to-end resolution while driving improvements in ticket quality and documentation.
Coach and Develop Technical Talent: Mentor engineers on advanced troubleshooting, incident management, root cause analysis, and operational best practices. Serve as a key escalation point for technical guidance and provide ongoing feedback that strengthens team capability and reduces unnecessary escalations.
Advance Automation and Operational Excellence: Identify opportunities to improve alert tuning, SOP maturity, and automated resolution capabilities. Contribute innovative ideas that leverage AI, automation, and process improvements to reduce operational noise and increase team efficiency.
Use Data to Drive Continuous Improvement: Monitor operational performance through measures such as P1/P2 MTTR, escalation effectiveness, issue recurrence, backlog aging, ticket quality, automation adoption, and team capability. Use these insights to identify trends and lead continuous improvement initiatives.

AI Fluency Competencies

We embrace AI and emerging technologies as part of how we work, solve problems, and continuously improve. In this role, you’ll be expected to:

Demonstrate comfort using AI-enabled tools to support day-to-day work and enhance productivity.
Apply AI thoughtfully to improve efficiency, quality, and decision-making.
Adapt as AI capabilities, tools, and best practices continue to evolve.
Identify opportunities to incorporate AI and automation into workflows and processes.
Use AI responsibly and in accordance with our AI Acceptable Use Policy.

Prerequisites

9+ years of relevant experience, including significant hands-on experience with EDI technologies and enterprise integrations.
Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent relevant professional experience.
Deep knowledge of EDI mapping, transformation, and standards, including ANSI X12 and EDIFACT.
Experience transforming data across EDI, XML, flat-file, and spreadsheet formats.
Strong knowledge of integration and file transfer protocols, including AS2, FTP/FTPS, SFTP, and HTTP/HTTPS.
Proven ability to troubleshoot complex integration issues, perform root cause analysis, and develop solutions that prevent recurrence.
Strong analytical and problem-solving skills with the ability to navigate complex or ambiguous technical challenges.
Excellent communication and collaboration skills, with the ability to work across technical teams, business stakeholders, and leadership.
A collaborative approach and willingness to mentor, guide, and support other engineers.

Nice to Have

Experience in B2B/ EDI Support Role

A few things we offer

Compensation Range: $70,000 to $80,000 annual salary
Great Healthcare + Dental + Vision
Flexible PTO
Culture of support, encouraging Life-Work balance
401k match
FSA and HSA options
Employee Assistance Program
Paid Parental Leave
Remote work environment
Accelerated title and salary growth potential
A fun and energetic work environment that makes you excited to go to work every day

We use artificial intelligence (AI) tools to assist in certain stages of our recruitment process, such as resume screening and candidate matching. These tools are designed to support fair and consistent evaluations. If you have questions about this process or would like to request an alternative assessment method, please contact us at hr@cleo.com.

Cleo Communications US, LLC is an equal opportunity/affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by law.

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About employer

More about this job

Skills

EDI
Customer experience
Incident response
Communication skills
Troubleshooting
Root cause analysis
Case management
Documentation
Process improvement
Decision making
Computer science
Computer technology
FTP
Troubleshoot
Problem solving
Collaboration
Leadership

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