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Quality Assurance Technician - Manufacturing
New Orleans, LA
…LLC. Laitram has been recognized for innovation and workplace excellence, including the New Orleans City Business “Best Place to Work” award. For more information, visit…
Added 1 min ago
MI
Field Engineer - Electrical
MasTec Inc
Rapid City, SD
- $73,000 to $105,000 USD / year
The Field Engineer is responsible for managing the entire process of discipline-specific Construction Work Packages (CWPs) or Installation Work Packages (IWPs) for multiple disciplines.…
Added 1 min ago
MI
Field Engineer
MasTec Inc
MOUNTAIN HOME, ID
- $70,000 to $90,000 USD / year
The Field Engineer I role will oversee and execute the project controls and management of a single discipline. The main functions of the Field Engineer I will include (but not limited to)…
Added 8 mins ago
Senior Associate, Manufacturing Engineering (Industrial Engineer)
L3Harris
Camden, AR
…on values, dedication to our communities, and commitment to excellence in everything we…
Added 8 mins ago
Plant Simulation Specialist (Industrial Engineer)
L3Harris
Camden, AR
…on values, dedication to our communities, and commitment to excellence in everything we…
Added 8 mins ago
Quality Engineer - 1st Shift
TURBOCAM International
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Support Quality Engineer Manager in the development of production part approval documentation, such as UPAP documentation.
Added 10 mins ago
Manufacturing Engineer - Entry Level | $80k starting salary (52724)
BRT EXTRUSIONS INC
NILES, OH
Are you an engineer who enjoys solving problems, improving processes, and seeing your ideas make a real difference? BRT Extrusions is looking for a motivated Junior Manufacturing Engineer…
Added 16 mins ago
Field Application Engineer
Standex
Sugar Land, TX
We are looking for a Field Applications Engineer who is a highly trained technical professional responsible for positioning Standex as the trusted design partner for our strategic…
Added 17 mins ago
QCQA Manager
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Houston, TX
Lead quality investigations and recommend process improvements that reduce rework and improve operational efficiency.
Added 17 mins ago
Software Engineer in Test - MATLAB 37275
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As a Software Engineer in Test on the MATLAB Editor, you'll uphold the standard of quality that impacts thousands of users every day through MATLAB's coding and editing capabilities across…
Added 25 mins ago
Project Engineer
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…extensive career growth opportunity? Gilbane is seeking a Project Engineer to be responsible for obtaining, evaluating, coordinating, and distributing all related project information and…
Added 33 mins ago
Associate Software Engineer
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…development, and a culture of innovation, collaboration, and technical excellence. Choose MITRE for a career with purpose - and help shape the…
Added 37 mins ago
Engineer – Power Electronics (307)
Applied Physical Sciences Corp.
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Added 37 mins ago
Sr. Manufacturing Engineer - Sustaining
Cirtec Medical Corporation
Lowell, MA
The Sr. Manufacturing Engineer-Sustaining (2nd shift) provides hands-on engineering support for the manufacturing of medical device components, with primary responsibility for supporting…
Added 40 mins ago
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Senior Structural Engineer, Data Centers - Remote (U.S.)
AECOM
Remote, United States
- $175,000 to $210,000 USD / year
We are seeking a Senior Structural Engineer with experience in hyperscale and colocation data center facility design to join our growing Data Center practice. The ideal candidate will bring…
Added 42 mins ago
Control Systems Technical Specialist
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Arlington, VA · Glen Allen, VA · Vienna, VA · Virginia Beach, VA
…environment. This isn’t just a job, it’s a chance to lead innovation, engineer impact, and build a legacy of…
Added 42 mins ago
Control Systems Technical Senior Specialist
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Added 45 mins ago
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Systems Engineer - Monitoring & Operations
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Remote, United States
- $63,300 to $129,700 USD / year
…applications and next steps. Our partner is looking for a Systems Engineer – Monitoring & Operations based in the United…
Added 46 mins ago
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Mobile Building Engineer Lead
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As a CBRE Mobile Building Engineer Lead, you will be responsible for leading preventive maintenance and corrective repairs for buildings, industrial systems, vehicles, equipment, and…
Added 47 mins ago
Software Development Engineer (L5), Perimeter Protection (Anti-DDoS), NFW
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Mentor junior engineers and contribute to a culture of technical excellence and continuous improvement
Added 47 mins ago
Software Dev Engineer, Shield
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Internet-Scale Impact: Process and protect traffic representing a substantial portion of global internet activity. The systems you build will defend some of the world's most critical…
Added 47 mins ago
Sr. Process Engineer, One MHS , Amazon Manufacturing Services
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Amazon Manufacturing Services (AMS) is seeking an experienced Sr. Process Engineer to join our advanced manufacturing team. This role will drive manufacturing excellence through the…
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Software Development Engineer II, Amazon Photos Artifact Generation
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Software Development Engineer - II, Elastic Load Balancing (ELB)
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Drive continuous improvement in development processes, testing practices, and operational excellence

Cleo

Senior Support Engineer I

Madison, WI, 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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