Council on Legal Education Opportunity (CLEO)

Support Engineer

• 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.

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