--- title: 'Senior Support Engineer at Cleo (India)' canonical: 'https://feeny.ai/job/senior-support-engineer-cleo-india-bengaluru-26jvb1rehzr4' type: 'job' last_seen: '2026-10-14' --- # Senior Support Engineer at Cleo (India) - **Company:** Cleo (India) - **Location:** Bengaluru, India - **Posted:** 2026-10-01 - **Last confirmed live:** 2026-10-14 - **Apply:** https://job-boards.greenhouse.io/cleoindia/jobs/4739558005 ## Job description ## About Cleo Cleo is the AI-native supply chain orchestration company built on modern EDI. We help businesses orchestrate EDI, API, MFT, applications, and trading partner ecosystems with the visibility, intelligence, and control needed to keep business-critical supply chain transactions moving — from order to cash, procure to pay, and everywhere in between. Our platform, Cleo Integration Cloud, brings together integration, workflow automation, real-time monitoring, and Agentic AI intelligence so supply chain, operations, and IT teams can launch partners faster, automate transactions across business systems, resolve exceptions before they become disruptions, and gain actionable insight across the end-to-end supply chain. Trusted by 5,000+ customers across manufacturing, retail, logistics, and distribution, Cleo is headquartered in Rockford, Illinois, with offices in Chicago and Bangalore. We are a team united by one mission: to make supply chains smarter. Cleo Never Stops. The Opportunity Own the technical leadership of the team and end-to-end reliability of complex transaction operations, ensuring faster resolution, reduced repeat failures, and consistent SLA performance across the shift/team. ## What You'll Do ▸ Incident Leadership & Command ▸ • Lead P1/P2 incidents as incident commander, driving structured and timely resolution ▸ • Make real-time decisions during escalations and guide the team clearly ▸ • Ensure strong communication cadence and stakeholder confidence ▸ ✅ Measure: P1/P2 MTTR, escalation effectiveness, stakeholder feedback ▸ Advanced Troubleshooting & Problem Solving ▸ • Handle highly complex issues across EDI/API/SFTP ecosystems ▸ • Perform deep RCA with clear root cause and preventive actions ▸ • Solve ambiguous problems by connecting patterns across systems ▸ ✅ Measure: repeat issue reduction, RCA quality score, first-time resolution rate ▸ Team Oversight & Delivery Assurance ▸ • Oversee queue health, workload distribution, and SLA adherence ▸ • Actively intervene where tickets stall or risk SLA breaches ▸ • Ensure no missed alerts or orphaned tickets ▸ ✅ Measure: SLA adherence %, backlog aging, queue hygiene ▸ Backlog Governance & Improvement ▸ • Lead backlog reviews and action plans ▸ • Identify systemic issues and ensure end-to-end closure of fixes ▸ • Improve team-wide ticket quality through continuous feedback ▸ ✅ Measure: backlog reduction trends, ticket audit scores, issue recurrence rate ▸ Coaching & Capability Building ▸ • Mentor engineers on troubleshooting, incident handling, and RCA quality ▸ • Act as the first point of escalation for technical guidance ▸ • Uplift overall team capability through structured feedback ▸ ✅ Measure: team skill progression, reduction in dependency/escalations ▸ Automation & Process Leadership ▸ • Drive improvements in: ▸ o Alert tuning ▸ o SOP maturity ▸ o Auto-resolution opportunities ▸ • Contribute ideas toward AI-driven and automation-led operations ▸ ✅ Measure: automation ideas implemented, noise reduction metrics ## What You Bring Required ▸ Experience with EDI mapping (EDI to XML, EDI to flat file etc.) ▸ Good understanding of ANSI X12 and EDIFACT standards. ▸ Experience with XML, flat files and spreadsheets. ▸ Experience with transfer protocols such AS2, FTP/s, SFTP and HTTP/s. ▸ Team player with good written and verbal communication skills. ▸ Analytical and problem-solving skills. ## Preferred ▸ Experience in B2B/EDI Support role ▸ Experience in Cleo Products Cleo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. ## About Cleo (India) ## Company Overview - **One-liner**: Cleo provides a cloud-based supply chain orchestration platform that connects and integrates business ecosystems through EDI, API, and non-EDI transactions. - **Entity Type**: Private - **Headquarters**: Global headquarters not specified in provided sources; major development and support office in Bengaluru, India. - **Founded**: Year not publicly available from provided sources. - **Founders**: Not publicly available; current CEO is Mahesh Rajasekharan. ## Core Business - **Primary industries**: Supply chain orchestration, integration platform as a service (iPaaS), EDI/B2B integration, logistics and fulfillment. - **Target customers**: B2B, enterprise organizations with complex trading partner ecosystems; also serves mid-market and direct-to-consumer businesses. - **Mission/purpose**: “Deliver a new era of supply chain intelligence” by enabling end-to-end visibility, automation, and AI-driven insights across the supply chain. ## Products & Services - **Cleo Integration Cloud**: A unified platform for real-time and batch integrations across API, EDI, and non-EDI use cases. Includes no-code trading partner onboarding, any-to-any data transformation, and pre-built connectors for ERP, TMS, WMS, eCommerce, and marketplaces. - **Cleo Network**: A pre-connected network of thousands of trading partners, enabling rapid onboarding via API, EDI, or web portal. - **Managed Services**: Expert-led implementation, support, and consulting services for customers who need assistance with integration projects. - **Cleo Insights & Dashboards**: Forward-looking intelligence, forecasting, and personalized dashboards for end-to-end visibility into supply chain integrations. ## Market Standing - **Valuation/Market Cap**: Not disclosed (private company). - **Key Metric**: Annual recurring revenue not publicly available; total funding not disclosed. The company reports 4,000+ customers worldwide and a 95% renewal rate. - **Notable Investors/Partners**: Not listed in provided sources; leadership team includes Mahesh Rajasekharan (CEO), Sameer Katiyar (CFO), John Thielens (CTO), and others. - **Growth Signals**: Cleo states it has grown “5x in 5 years” and is recognized as a G2 leader in its category. The Bengaluru office (India Development Centre) has 85 employees and is actively hiring for implementation, support, and sales roles. ## Competitive Advantages - **End-to-end visibility**: Single platform covering planning, sourcing, logistics, and fulfillment. - **No-code/low-code capabilities**: Self-service transformation engine and pre-built partner profiles reduce manual scripting and accelerate onboarding. - **AI integration**: Infusing AI into the platform, network, and applications to turn billions of data points into actionable insights. - **High retention**: 95% renewal rate indicates strong customer satisfaction and stickiness. - **Network effects**: The Cleo Network provides a pre-connected ecosystem of thousands of trading partners, lowering barriers for new customers. ## Strategic Focus - **AI-driven supply chain intelligence**: Moving beyond experimentation to practical, profitable AI implementation. - **Expanding platform capabilities**: Continued investment in connectors, automation, and real-time analytics. - **Scaling global operations**: Growing the India development centre and hiring across engineering, professional services, and customer success. ## Why Work Here - **Culture**: Emphasizes strategic influence, innovation, sustainability, and inclusive community. Values include commitment to people, customers, results, and innovation. - **Remote/hybrid policy**: The Bengaluru office offers remote options (e.g., night shift roles are fully remote). The company has offices in dozens of cities globally. - **Growth opportunities**: Leadership development programs, executive mentorship, internal mobility, and rotational opportunities. - **Tech stack**: Modern integration technologies (EDI, API, SQL, XML, AS2, SFTP, REST) and exposure to AI/automation. - **Perks**: Not detailed in provided sources, but careers page highlights “world-class programs” and a focus on employee recognition and impact. ## Sources 1. [Cleo About Page](https://www.cleo.com/company/about-cleo) 2. [Cleo Homepage](https://www.cleo.com/home) 3. [Cleo India Careers (Greenhouse)](http://job-boards.greenhouse.io/cleoindia) 4. [Cleo Bengaluru Office (The Org)](https://theorg.com/org/cleo-com/offices/bengaluru) 5. 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