Senior Support Engineer

Cleo Consulting, Inc.

. Own the technical leadership of the team and end-to-end reliability of complex transaction operations .

Posted 10/27/2026full-timeBangalore • IndiaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical leadership, incident management, and complex transaction operations, with a strong focus on EDI mapping, AI-driven decision-making, and automation. Proven ability to mentor teams and ensure adherence to SLAs while driving continuous improvement in operational processes.

Highest-signal resume keywords

Technical LeadershipIncident ManagementEDI MappingAI-Driven OperationsRoot-Cause Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

EDI MappingANSI X12EDIFACT StandardsXMLFlat FilesSpreadsheetsAS2FTP/sSFTPHTTP/s

Soft Skills

Analytical SkillsProblem-Solving SkillsWritten CommunicationVerbal Communication

Tools & Technologies

Cleo Products

Industry Keywords

B2BEDI SupportIncident CommanderSLA AdherenceAutomation

About the role

Key responsibilities & impact

Own the technical leadership of the team and end-to-end reliability of complex transaction operations
Lead P1/P2 incidents as incident commander and drive structured, timely resolution
Make real-time decisions during escalations and guide the team
Maintain communication cadence and stakeholder confidence
Handle complex issues across EDI/API/SFTP ecosystems
Perform deep root-cause analysis and define preventive actions
Oversee queue health, workload distribution, and SLA adherence
Intervene when tickets stall or risk SLA breaches
Ensure no missed alerts or orphaned tickets
Lead backlog reviews and action plans
Identify systemic issues and ensure end-to-end closure of fixes
Improve ticket quality through continuous feedback
Mentor engineers on troubleshooting, incident handling, and RCA quality
Serve as the first point of escalation for technical guidance
Drive alert tuning, SOP maturity, and auto-resolution opportunities
Contribute to AI-driven and automation-led operations
Use AI for backlog analysis, incident pattern detection, RCA structuring, and knowledge retrieval

Requirements

What you’ll need

Experience with EDI mapping (EDI to XML, EDI to flat file etc.)
Good understanding of ANSI X12 and EDIFACT standards
Experience with XML, flat files and spreadsheets
Experience with transfer protocols such as AS2, FTP/s, SFTP and HTTP/s
Good written and verbal communication skills
Analytical and problem-solving skills
Preferred: Experience in B2B/EDI Support role
Preferred: Experience in Cleo Products
Ability to use AI consistently for decision-making and efficiency
Ability to guide team members on effective AI usage
Ability to identify use cases for automation and AI-led resolution

Benefits

Comp & perks

Group Medical Insurance & Group Personal Accident Insurance coverage
PF & Retiral benefits
Flexible PTO and company holidays
Wellness Benefit of 15000 per year
Cleo Cares - CSR initiatives
Leadership Development programs
Executive mentorship
Rotational opportunities
Internal mobility opportunities
Recognition of ideas and leadership
Inclusive, diverse, and collaborative environment
Access to AI, automation, and digital supply chain platforms