Sr. Cloud Support Engineer

Employer
CLEO
Location
Annapolis, MD
Posted
Jan 20, 2021
Closes
Jan 22, 2021
Ref
1642924507
Hours
Full Time
Sr. Cloud Support Engineer - Req #184 United States / Services Managed Services / Full-time Cleo is a cloud integration technology company focused on business outcomes. Every day we ensure that each one of our 7,000+ customers potential is realized by delivering solutions that make it easy to discover and create value through the movement and integration of enterprise data. By providing the industrys most complete and flexible integration offerings, we are helping our clients build trusted relationships across their partner ecosystems today, while providing all the control and visibility they need to advance their business tomorrow. Simply put, Cleo never stops The Position Cleo is looking for a client-focused, Senior Technical Support Engineer to join our Cloud Managed Service team to provide consultative solutions related to translation issues, communication issues or any issues impacting client productivity that may be associated with infrastructure and application anomalies. This position can be based out of any one of our offices in the US or work remotely from anywhere in the US it is all about finding the right fit! Ideal candidates possess a strong background working with data translation tools and software and have an interest in working directly with clients to provide consultative solutions based on their business needs. What you will be doing Monitor tickets to ensure Initial Response SLA Agreement is achieved Manage existing backlog to ensure all issues and tasks are responded to and completed in a timely fashion Assist & troubleshoot critical issues that denotes infrastructure and/or application related issues impacting the customer base Troubleshoot translation failures, engage with the client, and communicate the cause of failure and fix quickly Troubleshoot, fix, report issue resulting in data movement delays and failures quickly Conduct technical root cause analysis to determine underlying problems and drive to resolution Establish and document best practices to assist in making day to day work more efficient Set up connectivity with the client's system Develop/Modify new maps required to transform business documents from the source format to the target format, content validation, testing the flows and features in a staging environment, and moving all changes to production upon validation Requirements Bachelors degree or related technical degree from a four-year college or university (Engineering, Computer Science, or related field of study) 5+ Years Experience with: B2B, MFT, API integration, data integration, data translation, and/or mapping Prior experience in a tier 2 technical services role Knowledge of data transformation products including transformation of EDI, Flat File, XML, Json, Idocs, file formats including EDI-X12, EDIFACT Where applicable, the Senior Technical Support Engineer is expected to provide after-hour support based on an on-call rotation schedule and is expected to carry a company-provided pager or cell phone for escalation purposes. Must be flexible in terms of scheduling as there may be a requirement for additional resource support after working hours, weekends and/or holidays. Benefits Competitive base salary Great Healthcare + Dental + Vision Unlimited PTO 401k Opportunity to work on large, high impact projects Ongoing training and development Equal Opportunity Employer: Disability/Veteran