Support Engineer I

Customer Support & Issue Resolution:

• Serve as the primary point of contact for customers via phone, email, chat, and remote support sessions.
• Deliver exceptional customer service by responding promptly, professionally, and empathetically.
• Troubleshoot and resolve issues related to software installation, configuration, licensing, upgrades, integrations, and day-to-day product usage.

Case Management & Escalation:

• Monitor assigned support queues and manage cases in accordance with SLAs.
• Document troubleshooting steps, resolutions, and customer communications accurately.
• Escalate complex or high-priority issues to senior engineers while maintaining ownership of customer communications.

Knowledge Management:

• Utilize and contribute to Cleo's Solution Center, Knowledge Base, and internal documentation resources.
• Identify recurring customer issues and recommend improvements to support documentation and processes.
• Share knowledge and best practices with team members to continuously improve support effectiveness.