Support Engineer I

Council on Legal Education Opportunity (CLEO)

Support Engineer I serving as the first point of contact for Cleo customers. Troubleshooting and resolving software-related issues while enhancing the customer experience with AI tools.

Posted 7/23/2026full-timeRemote • 🇺🇸 United StatesJunior💰 $65,000 - $75,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer support, technical troubleshooting, and effective communication while leveraging AI tools for enhanced efficiency. Proficient in software lifecycle management and foundational networking principles to deliver exceptional service.

Highest-signal resume keywords

Customer Service OrientationTechnical Support ExperienceWindows and Linux KnowledgeNetworking FundamentalsCommunication Protocols Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingSoftware InstallationConfiguration ManagementNetworking KnowledgeCommunication ProtocolsAI Tools UtilizationWorkflow AutomationCase ManagementService Level Agreements

Soft Skills

EmpathyCritical ThinkingWritten CommunicationVerbal CommunicationTime Management

Tools & Technologies

Cleo's Solution CenterKnowledge BaseSupport SystemsAI-Powered ToolsRemote Support Tools

Industry Keywords

Customer SupportHelp DeskTechnical IssuesSoftware LifecycleTCP/IPDNSFirewallsHTTPHTTPSSFTP

Tech Stack

Tools & technologies

DNSFirewallsLinuxSMTPTCP/IP

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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