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Lead Infrastructure Engineer - GenAI/AI Automation/AWS
JPMorgan Chase
Wilmington, DE
As a Lead Infrastructure Engineer - GenAI/AI Automation/AWS at JPMorganChase within the Consumer and Community Banking team, you apply deep knowledge of software, applications, and…
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Lead Data Engineer - Snowflake/Python/AWS
JPMorgan Chase
Wilmington, DE
As a Lead Data Engineer at JPMorgan Chase, you are an integral part of an agile team that works to enhance, build, and deliver data collection, storage, access, and analytics solutions in a…
Added just now
C
Senior Support Engineer I
Cleo
Dover, DE
- $70,000 to $80,000 USD / year
…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,…
Added just now
Senior Workday Security Engineer
CVS Health
Dover, DE
CVS Health is seeking an experienced Senior Workday Security Engineer to join the HR Technology Workday Security team. This role designs, supports, governs, and optimizes security across…
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Lead Software Engineer - Java/Microservices/AWS
JPMorgan Chase
Wilmington, DE
As a Lead Software Engineer - Java/Microservices/AWS at JPMorganChase within the Consumer and Community Banking team, you are an integral part of an agile team that works to enhance, build,…
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Sr. Lead Software Engineer
JPMorgan Chase
Wilmington, DE
As a Senior Lead Software Engineer at JPMorgan Chase within Consumer and Community Banking, you will be a key member of a team designing and delivering high-quality architecture solutions…
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Senior Analyst, Product Engineer
CVS Health
Dover, DE
…database/general report and plan set up resources. SR Analyst, Product Engineer will set up the plans using a prototype control in CCI and PMA application to support the Small Group plans…
Added 1 min ago
FA
Senior Data Engineer, Back End Systems (Remote)
First American
Home, SC · Home, FL · Home, GA · Home, TX
- $121,980 to $130,525 USD / year
…estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise of personalized solutions that span the mortgage…
Added 3 mins ago
Site Reliability Engineer
Hewlett Packard Enterprise
Sunnyvale, CA
As a Site Reliability Engineer, you will play a key role in designing, building, and optimizing cloud infrastructure and deployment systems. Your work will directly impact scalability,…
Added 11 mins ago
Senior Data Engineer - MongoDB and PostgreSQL
CVS Health
Remote, United States
Senior Data Engineer will design, build, and support a near real-time transactional cache platform that enables APIs, digital experiences, and downstream services to consume operational…
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Prin Program Engineer
Consumers Energy
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The Principal Program Engineer is responsible for providing the engineering and technical expertise necessary to successfully execute projects and programs. This role oversees multiple…
Added 12 mins ago
Sr. Project Engineer - Controls
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…simulation, design, and development projects. The Sr. Project Engineer – Controls role supports the delivery of the controls portion of the…
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Logistics Engineer and Analytics
Ryder System
Novi, MI
- $68,000 to $72,000 USD / year
Responsible for external and internal customer's satisfaction requirements. Interacts constantly with the RDL technology committees to ensure that the technologies effectively support the…
Added 12 mins ago
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Automotive Product Quality Engineer
ManpowerGroup
Auburn Hills, MI
- $34 to $37 USD / hour
As an Automotive Product Quality Engineer, you’ll help drive product development issue resolution, strengthen quality performance visibility, and support warranty and lessons-learned…
Added 12 mins ago
Lead Technical Engineer - DBA SQL Server
Fifth Third Bank, N.A.
Farmington Hills, MI
Lead/Specialist is viewed as an expert in the administration and support of a database platform. Undertakes complex projects requiring additional technical knowledge and makes decisions on…
Added 12 mins ago
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Service System Engineer Mechanical/Optical
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Ann Arbor, MI
- $97,000 to $164,900 USD / year
…Training, Digital Solutions and Analytics, and Technical Product Support. Our services organization maximizes the value of our customers' KLA assets - with highly trained service and…
Added 12 mins ago
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Gemini Enterprise for CX Sr. Engineer
Accenture
Detroit, MI
- $94,400 to $266,300 USD / year
A hands-on Senior Engineer with strong experience in Google’s Gemini Enterprise for Customer Experience (GECX) Solutions - now building deep expertise in Google Cloud Platform (GCP). You…
Added 13 mins ago
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Director, Architecture and Data
GE Aerospace
Detroit, MI
- $152,000 to $202,000 USD / year
Supervise the Data Fabric engineers (Sr Staff TPM–Data, Principal Data & Information Architect, Sr Staff Data Engineer, Staff Data Engineer) in a matrixed arrangement, keeping their written…
Added 13 mins ago
Senior Product Manager
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Ensure cleanroom capabilities support appropriate interoperability with Acxiom Real Identity and related data products.
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Capital One Shopping Tech, Data Engineer 5 (Remote- Eligible)
Capital One
Lansing, MI
…doers and disruptors who solve real problems and meet real customer needs. We are seeking Data Engineers who are passionate about marrying data with emerging technologies. In this role,…
Added 13 mins ago
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Senior Support Engineer I
Cleo
Jackson, MI · Lansing, MI
- $70,000 to $80,000 USD / year
…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,…
Added 13 mins ago
Senior Analyst, Product Engineer
CVS Health
Lansing, MI
…database/general report and plan set up resources. SR Analyst, Product Engineer will set up the plans using a prototype control in CCI and PMA application to support the Small Group plans…
Added 13 mins ago
Senior Workday Security Engineer
CVS Health
Lansing, MI
CVS Health is seeking an experienced Senior Workday Security Engineer to join the HR Technology Workday Security team. This role designs, supports, governs, and optimizes security across…
Added 13 mins ago
Engineer II, Google Cloud
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Detroit, MI · Grand Rapids, MI
As a Engineer II, Google Cloud you will contribute to the design, build, testing, and optimization of cloud-native applications on Google Cloud, supporting work across the full software…
Added 15 mins ago
Network Administrator 3/4 - TS/SCI - Dulles VA
Military Spouse Jobs & VetJobs
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…fuel those missions. By joining in our shared mission, we will support yours by expanding your personal network and developing skills, whether you are new to the field or an industry…

Cleo

Senior Support Engineer I

Jackson, MI, United States
Lansing, MI, United States

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

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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

Original job description

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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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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