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Cleo Sr. Support Engineer II- Data Movement-Req #221 in Des Moines, Iowa

Sr. Support Engineer II- Data Movement-Req #221

United States /

Support – Support /

Full-time

Cleo is a cloud integration technology company focused on business outcomes. Every day we ensure that each one of our 7,000+ customer’s 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 industry’s 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

The Senior Support Engineer II will provide advanced Technical assistance in resolving escalated/urgent customer issues. The Senior Support Engineer II accepts escalated issues from the Support Engineer I team and works with our internal Engineering team to address issues, escalate bugs or enhancements, and provide in depth solutions to our customers. The Senior Support Engineer will provide written/verbal communication as required including RCA’s. and the Senior Support Engineer II will also provide training and guidance to the Support Engineer I team as required.

What you will be doing

  • Address advanced technical support issues escalated from Cleo’s internal Support teams by delivering accurate, detailed solutions

  • Provide in depth technical solutions related to Cleo software and its various infrastructure dependencies.

  • Create and complete test scenarios to troubleshoot, replicate and provide accurate analysis of customer issues

  • Analyze logs, all pertinent system data to provide proper diagnosis of technical issues

  • Escalate Software bugs or Product Enhancements to internal Engineering/ Product teams

  • Coordinate with Engineering teams to learn new product feature/functions before product additions are made generally available.

  • Provide verbal and written technical solutions to Enterprise customers, while communicating status to internal/external stakeholders.

  • Coordinate with Management to provide RCA’s when required.

  • Provide advanced product training to internal Support Engineers.

Requirements

  • Bachelor’s degree and/or 3+ years of related experience within a software company or comparable industry.

  • Strong communication skills with experience providing Excellent Customer Service.

  • Excellent Operating System knowledge

  • Excellent Communication Protocol Knowledge

  • Excellent Networking Knowledge

  • Strong working Database knowledge/understanding

  • Knowledge of Java programs and concepts.

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

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