Senior Support Engineer

Council on Legal Education Opportunity (CLEO)

. Serve as incident commander for P1/P2 incidents, providing direction, making real-time decisions, coordinating technical resources, and driving timely resolution.

Posted 11/10/2026full-timeRemote • United StatesSenior💰 $70,000 - $80,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in incident management, particularly in P1/P2 incidents, with a strong focus on EDI technologies and enterprise integrations. Capable of leading technical teams, conducting root cause analyses, and implementing process improvements to enhance operational efficiency.

Highest-signal resume keywords

Incident ManagementEDI TechnologiesRoot Cause AnalysisIntegration ProtocolsAI and Automation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

EDI MappingData TransformationANSI X12EDIFACTAS2FTP/FTPSSFTPHTTP/HTTPSTroubleshootingOperational Metrics

Soft Skills

CommunicationCollaborationMentoringAnalytical SkillsProblem-Solving

Tools & Technologies

AI-Enabled ToolsAutomation Tools

Industry Keywords

B2BEDI SupportEnterprise Integrations

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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