Systems Engineer II

As a Systems Engineer II, you'll play a pivotal role in driving Stonebranch's mission to revolutionize IT automation. You'll be on the front lines supporting our customers, ensuring smooth operation of our Universal Automation Center (UAC), and tackling technical challenges that span diverse enterprise environments.

Requirements

• 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.
• Occasionally receive guidance from senior team members on complex matters.
• 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.

Benefits

• Flexible work arrangements
• Career growth opportunities
• Connected culture