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Competition Analyst, Fixed Indexed Annuities (FIA)
Manulife
Remote, United States
Lead the development of competitive content, sales concepts, comparison materials, and "Competition Corner" resources that clearly articulate John Hancock's value proposition.
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AI Infrastructure and Advanced Computing Scientist (Scientist 3/4)
Los Alamos National Laboratory
Los Alamos, NM
Lead the integration and evaluation of emerging computing architectures, accelerators, and software stacks for scientific simulation, data analysis, and AI.
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Inertial Confinement Fusion (ICF) Program Manager (Science/Engineering Program Manager 4/5)
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Los Alamos, NM
This position will be filled at either the Science/Engineering (S/E) Program Manager 4/5 level, depending on the skills of the selected candidate. Additional job responsibilities (outlined…
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Division Leader - Application & Data Services (IT Manager 6)
Los Alamos National Laboratory
Los Alamos, NM
Lead one of the most strategically important technology organizations at Los Alamos National Laboratory and help shape the future of enterprise business systems, data, and digital…
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Sr. Radiology Clinical Specialist (Current ARRT required) - West Coast
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Cleared Senior/Principal R&D Systems Engineer ¿ System Security Engineering & Assurance, Onsite
Sandia National Laboratories
Albuquerque, NM
Sandia¿s Nuclear Enterprise Assurance (NEA) Team seeks a multidisciplinary R&D Systems Security Engineer to lead the secure product realization lifecycle for high-consequence national…
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Technology Demand Admin-Staff or Senior
Intermountain Health
Santa Fe, NM
Demand leadership : lead cross-functional teams through demand qualifications, ensuring alignment with business objectives and technology roadmaps.
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Strategic Planning and Organization Program Manager
Oracle
Santa Fe, NM
- $91,000 to $209,500 USD / year
Oracle Research Services is seeking a Strategic Planning and Organization Program Manager to support the Group Vice President. In this role, you will help translate leadership priorities…
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Senior Lead Marketing Manager
Lumen
Santa Fe, NM
Strong program management skills, with the ability to lead multiple workstreams, stakeholders, dependencies, and timelines.
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Technical Program Manager II
Akamai Technologies, Inc.
Santa Fe, NM
- $100,700 to $181,300 USD / year
As a Technical Program Manager II, you will have end-to-end accountability for the delivery of assigned projects and programs. You will lead complex, cross-functional initiatives from…
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Pharmacy Technician Support Supervisor
Intermountain Health
Santa Fe, NM
Must have 3 years of experience working as a pharmacy technician
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GA
Director, Architecture and Data
GE Aerospace
Santa Fe, NM
- $152,000 to $202,000 USD / year
Lead and develop the Architecture & Data team – enterprise, platform, software, and data architects plus the data engineers and product managers aligned to the Data Fabric – with clear role…
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Senior Product Manager - Devices Segmentation
Akamai Technologies, Inc.
Santa Fe, NM
- $139,300 to $250,700 USD / year
Lead Devices Segmentation strategy, roadmap, and execution. Drive customer engagement and collaborate with engineering and field teams to deliver innovative Zero Trust security solutions.…
Added 1 min ago
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Senior Support Engineer I
Cleo
Santa Fe, NM
- $70,000 to $80,000 USD / year
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…
Added 1 min ago
CMC Mechanical Analysis Lead Engineer
GE Aerospace
Santa Fe, NM
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 1 min ago
AT
Senior Network Engineer - DDoS
Akamai Technologies, Inc.
Santa Fe, NM
- $112,500 to $202,500 USD / year
As a Senior Network Engineer, you will lead efforts in designing, implementing, and automating Akamai's global network infrastructure. You will address complex issues in routing, data…
Added 1 min ago
Executive Leader, AI Workforce Capability
GE Aerospace
Santa Fe, NM
Reporting to the Executive Director, AI Workforce Strategy & Capability, the Leader, AI Workforce Capability will lead the enterprise in enabling employees to build the skills needed to…
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Leader, AI Workforce Intelligence
GE Aerospace
Santa Fe, NM
Lead the design and implementation of the AI workforce strategy agent architecture
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Clinical Operations Partner
Intermountain Health
Santa Fe, NM
Works both strategically and operationally - partnering closely with the Vice President to lead priority initiatives, drive accountability, and sustain performance improvements across the…
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Executive Leader, AI Work Design & Architecture
GE Aerospace
Santa Fe, NM
…AI will interact with jobs, tasks and skills. This role will lead the heatmapping of jobs across the enterprise, to forecast where and how AI will touch the future of work. As AI integrates…
Added 1 min ago
Enhanced Registrar
Intermountain Health
Santa Fe, NM
Added 1 min ago
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Functional Solution Leader for Individual Productivity and Team Efficiency
Eliassen Group
Santa Fe, NM
- $120 to $135 USD / hour
…business results. Comparable roles include AI transformation lead, enterprise agile coach, dojo lead, and learning program…
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Project Manager/Business Analyst – Digital Health Transformation
Eliassen Group
Santa Fe, NM
…cardiovascular medicines, seeks a Project Manager/Business Analyst to lead a digital health transformation initiative for a part-time, six-month engagement. The consultant will translate…
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Chief Engineer
Peraton
Fort Meade, MD
Peraton is pursuing the DISA Enterprise Engineering & Performance Analysis Program for the Defense Information Systems Agency's Enterprise Engineering Directorate at Fort Meade, MD and we…
Added 1 min ago
Senior IT Program Manager
Peraton
Fort Meade, MD
Peraton is pursuing the DISA Enterprise Engineering & Performance Analysis Program for the Defense Information Systems Agency's Enterprise Engineering Directorate at Fort Meade, MD and we…

Cleo

Senior Support Engineer I

Boise, ID, 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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Jobs in the United States