Senior Support Engineer

Job not on LinkedIn

🔥 20 hours ago

🇺🇸 United States – Remote

💵 $70k - $80k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 13%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

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Council on Legal Education Opportunity (CLEO)

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 1968

📚 Education

🤝 Non-profit

🌍 Social Impact

Education • Non-profit • Social Impact

The Council on Legal Education Opportunity (CLEO) is a national non-profit organization established in 1968 with the mission of increasing access to legal education for underrepresented student communities. As a 501(c)(3), CLEO is focused on preparing students to successfully enter law school and achieve success in the legal profession through various support programs. These include pre-law pipeline programs, LSAT preparation, academic support, and networking opportunities through its extensive alumni network. CLEO's overarching goal is to foster diversity, equity, and inclusion within the legal field, thus promoting social justice and equality in the profession.

📋 Description

• Serve as incident commander for P1/P2 incidents, providing direction, making real-time decisions, coordinating technical resources, and driving timely resolution. • Maintain consistent communication with stakeholders throughout the incident lifecycle. • Lead resolution of complex technical issues across EDI, API, and SFTP environments. • Conduct root cause analyses and establish preventive actions to reduce recurring issues and improve first-time resolution. • Monitor support workloads and intervene when tickets stall, require escalation, or risk breaching SLAs. • Ensure alerts and tickets are owned, prioritized, and progressed through resolution. • Lead backlog reviews, improve queue health, and develop action plans for aging or complex cases. • Identify systemic issues and coordinate end-to-end resolution while improving ticket quality and documentation. • Mentor engineers on troubleshooting, incident management, root cause analysis, and operational best practices. • Provide technical guidance and feedback to strengthen team capability and reduce unnecessary escalations. • Identify opportunities to improve alert tuning, SOP maturity, and automated resolution capabilities. • Leverage AI, automation, and process improvements to reduce operational noise and increase efficiency. • Monitor operational metrics including P1/P2 MTTR, escalation effectiveness, issue recurrence, backlog aging, ticket quality, automation adoption, and team capability. • Lead continuous improvement initiatives based on operational data.

🎯 Requirements

• 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. • Comfort using AI-enabled tools, applying AI thoughtfully, adapting to evolving AI capabilities, identifying AI and automation opportunities, and using AI responsibly according to the AI Acceptable Use Policy. • Experience in B2B/EDI Support Role (Nice to Have).

🏖️ Benefits

• 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

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