Systems Engineer II

Job Description Location: Remote India Reports to: Lead Systems Engineer Travel: None Stonebranch builds IT orchestration and automation solutions that transform business IT environments from simple IT task automation into sophisticated, real-time business service orchestration. No matter the degree of automation, the Stonebranch platform is simple, modern, and secure. Using Stonebranch's Universal Automation Center (UAC), enterprises can seamlessly orchestrate workloads and data across hybrid IT environments. Headquartered in Atlanta, Georgia, with points of contact and support throughout the Americas, Europe, and Asia, Stonebranch serves some of the world's largest financial, manufacturing, healthcare, travel, transportation, energy, and technology institutions. Your Part in this Growth Story: 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. Your expertise will help maintain the reliability and innovation our clients expect, while your contributions to troubleshooting, documentation, and process improvement will directly shape how organizations around the world orchestrate their IT operations in real time. This is a remote position candidates can be located anywhere in India. This position will report to the Lead Systems Engineer. Your Impact on The Organization: Customer Support & Issue Resolution - 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. Technical Analysis & Troubleshooting - 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. Documentation & Process Management - 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. What You Will Bring to the Team: Education & Experience - Bachelor's degree in Computer Science, Computer Engineering, CIS/MIS, Cybersecurity, Business, or a related field or equivalent IT experience. - 37 years of experience in a Technical or Product Support role. Technical Skills - 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. Analytical & Problem-Solving Abilities - Ability to diagnose and resolve issues systematically and efficiently. - Strong analytical thinking with attention to technical details. - Proactive and resourceful in identifying solutions and improvements. Communication & Interpersonal Skills - Customer-oriented service attitude. - Excellent communication and collaboration skills. - Strong command of English, both written and verbal. Why You'll Love Stonebranch: At Stonebranch, you'll join a team that's redefining what's possible in IT automation while being part of a collaborative, inclusive, and globally connected culture. We believe in supporting our people so they can do their best work and grow with us. - Work Flexibility: Enjoy the benefits of a remote-first role, with the autonomy to manage your schedule and collaborate with talented colleagues across the globe. - Career Growth: Build your career with a company recognized as one of the Atlanta Journal-Constitution's Top Workplaces 2022, 2023, and 2025. - Connected Culture: Be part of an open, innovative environment where your ideas are valued and your impact is visible. We are an Equal Opportunity Employer and do not discriminate against applicants due to race, ethnicity, gender, veteran status, or on the basis of disability or any other federal, state or local protected class.