Support Engineer

<p><strong>Support Engineer</strong></p> <p><strong>Department:</strong> Support</p> <p><strong>Level: IC – </strong>Mid-Level<strong> </strong></p> <p><strong>Location:</strong> Bangalore&nbsp;</p> <p><strong>Type:</strong> Full Time<strong> </strong></p> <p><strong>Reports To: </strong>Manager/ Senior Manager- Support</p> <p>&nbsp;</p> <p><strong>About Cleo</strong></p> <p>Cleo is the AI-native supply chain orchestration company built on modern EDI. We help businesses orchestrate EDI, API, MFT, applications, and trading partner ecosystems with the visibility, intelligence, and control needed to keep business-critical supply chain transactions moving — from order to cash, procure to pay, and everywhere in between.</p> <p>Our platform, Cleo Integration Cloud, brings together integration, workflow automation, real-time monitoring, and Agentic AI intelligence so supply chain, operations, and IT teams can launch partners faster, automate transactions across business systems, resolve exceptions before they become disruptions, and gain actionable insight across the end-to-end supply chain.</p> <p>Trusted by 5,000+ customers across manufacturing, retail, logistics, and distribution, Cleo is headquartered in Rockford, Illinois, with offices in Chicago and Bangalore. We are a team united by one mission: to make supply chains smarter. Cleo Never Stops.</p> <p>&nbsp;</p> <p><strong>The Opportunity </strong></p> <p>You will own the end-to-end resolution of transaction issues, ensuring incidents are not just fixed but understood, reduced, and prevented from recurring.</p> <p>&nbsp;</p> <p><strong>What You'll Do</strong></p> <ul> <li>Own incident resolution end-to-end</li> <li>Take full ownership of P2/P3 issues from triage → resolution → validation</li> <li>Ensure MTTR targets are consistently met or improved</li> <li>Perform structured root cause analysis</li> <li>Go beyond symptoms to identify true root causes (data, mapping, partner behavior, platform issues)</li> <li>Document RCA clearly with corrective actions</li> <li>Handle integration troubleshooting</li> <li>Analyze EDI/API/SFTP failures (payloads, mappings, logs, retries)</li> <li>Perform reprocessing and validation with minimal impact</li> <li>Drive backlog reduction</li> <li>Close aging tickets with meaningful resolution (not superficial closures)</li> <li>Improve ticket quality and triage</li> <li>Correct misclassified tickets from L1 and guide better categorization</li> <li>Ensure every ticke