Systems Engineer II

November 6

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Stonebranch

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Enterprise • SaaS • Productivity

Stonebranch is a company specializing in IT automation solutions with a focus on orchestration and management across hybrid IT environments. Their platform, the Universal Automation Center, offers capabilities in workload automation, cloud automation, DevOps automation, data pipeline orchestration, and managed file transfer. Stonebranch helps businesses centralize control by delivering real-time, event-driven automation solutions, aiming to break down automation silos from on-premise to cloud-based services. The company is recognized as a leader in the Gartner Magic Quadrant for Service Orchestration and Automation Platforms and supports over 350 Fortune 1000 companies with their automation needs.

51 - 200 employees

🏢 Enterprise

☁️ SaaS

⚡ Productivity

📋 Description

• Provide Level 1 and Level 2 support for Stonebranch products • Gain exposure to handling Level 3 support issues and liaise with Level 3 support when necessary • Provide prompt and accurate feedback to both external and internal customers • Ensure issues are correctly categorized and SLAs are fulfilled • Follow standard procedures for proper escalation of unresolved issues to appropriate internal teams • Maintain positive and professional relationships with customers • Install software and related requirements across various operating systems • Recreate complex customer scenarios for troubleshooting • Identify, document, and report product defects • Suggest complex workarounds to bypass known issues • Screen and recommend product enhancements • Engage in creative and systematic problem-solving approaches • Create and maintain QMS (Quality Management System) documentation • Track work items and requests using modern incident reporting systems • Communicate and collaborate effectively within a globally distributed team

🎯 Requirements

• Bachelor’s degree in Computer Science, Computer Engineering, CIS/MIS, Cybersecurity, Business, or a related field — or equivalent IT experience • 3–7 years of experience in a Technical or Product Support role • Strong troubleshooting skills (required) • Solid understanding of IT infrastructure and operating systems such as UNIX/Linux and Windows Server (z/OS experience is a plus) • Intermediate scripting ability (Batch, Bash, Python preferred) • Basic knowledge of web application containers (e.g., Tomcat) • Familiarity with workload automation systems (preferred) • Basic networking knowledge • Strong analytical thinking with attention to technical details • Proactive and resourceful in identifying solutions and improvements • Excellent communication and collaboration skills • Strong command of English, both written and verbal.

🏖️ Benefits

• Health insurance • Flexible work arrangements • Professional development • Remote-first role