Stonebranch is currently looking for a Technical Support Engineer. You will be responsible for resolving complex customer problems via the phone and email. The support focuses on our toolset, Indesca – Independent Scheduling Agents and Infitran – Intelligent File Transfer, and their interaction with various operating systems. A strong OS background is preferred for this position, as the product knowledge can be learned with relative ease. Use of fundamental technical troubleshooting skills obtained through performance of the role and isolating the problem.

 Primary Duties:

• Provide technical assistance to customers on Stonebranch tools via phone or email
• Perform problem analysis and isolate problems using various logs and reports from the customer
• Document customer problem in our CRM tool for the Account Executive use
  
• Take ownership of customer tickets assigned to you
  
• If problem ticket requires development involvement, be prepared with necessary data for escalation
  
• Become a subject matter expert on our tools within 4 months of employment

Qualifications and Requirements:

• Must possess a strong understanding of several operating systems, including Microsoft, Unix and Mainframe
• Knowledge of iSeries operating system a plus
• A strong knowledge of network protocols
• Strong analytical thinking
• Able to solve problems systematically and efficiently
• An excellent customer service attitude and the ability to interact with customers in a professional manner are required
• Ability to work independently and remain focused on quality

If you are interested in a career opportunity with Stonebranch, please contact us at: jobs@stonebranch.com.
Stonebranch, Inc. is an Equal Opportunity Employer.