Support Engineer I

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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 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 to customer inquiries and technical issues. • Troubleshoot and resolve issues related to software installation, configuration, licensing, upgrades, integrations, and day-to-day product usage. • Analyze customer-reported issues, identify root causes, and provide timely, effective solutions. • Monitor assigned support queues and manage cases in accordance with established service level agreements (SLAs). • Document troubleshooting steps, resolutions, and customer communications accurately within support systems. • Escalate complex or high-priority issues to senior engineers and cross-functional teams while maintaining ownership of customer communications. • Utilize and contribute to Cleo's Solution Center, Knowledge Base, and internal documentation resources. • Identify recurring customer issues and recommend improvements to support documentation, processes, and product functionality. • Share knowledge and best practices with team members to continuously improve support effectiveness. • Leverage AI-powered tools to accelerate troubleshooting, knowledge discovery, case summarization, and solution development. • Apply critical thinking to validate AI-generated recommendations and ensure technical accuracy. • Identify opportunities to automate repetitive tasks and improve support efficiency through AI and workflow automation technologies.

🎯 Requirements

• Bachelor's degree in Information Technology, Computer Science, or related field, OR 1+ years of technical support, help desk, or customer-facing technical experience. • Strong customer service orientation with a passion for helping customers succeed. • Basic understanding of Windows and Linux operating systems. • Foundational networking knowledge, including TCP/IP, DNS, firewalls, and connectivity troubleshooting. • General software lifecycle knowledge, including installation, configuration, upgrades, migrations, and removal. • Experience with communication protocols such as HTTP, HTTPS, SMTP, FTP, SFTP, and SSH. • Strong written and verbal communication skills. • Ability to prioritize multiple issues and work effectively in a fast-paced environment.

🏖️ Benefits

• Competitive compensation (range for this role is $65,000-$75,000) • 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 • Representing a company with 4,000+ clients and a 99% retention rate • Accelerated title and salary growth potential • A fun and energetic work environment that makes you excited to go to work every day