Infrastructure Engineer II

At Cision, we believe in empowering every individual to make an impact. Here, your voice is heard, your ideas are valued, and your unique perspective fuels our collective success. As part of our global team, you'll thrive in an environment that champions curiosity, collaboration, and innovation, all while making meaningful contributions to the brands we accelerate.

Join us in shaping the future of communication and building authentic connections that matter. Whether you're solving complex problems or driving bold innovations, your growth is our success, and together, we'll create the conversations of tomorrow.

Empower your impact at Cision. Be seen, be understood, be you.

Job Summary : The Infrastructure Engineer will collaborate with the CX / Support, Product Management and Engineering Development teams to improve transparency and communication, quickly and efficiently resolve customer issues and increase the value of Cision's product delivery. The Infrastructure Engineer will pull together cross-functional resources for issue resolution and own processes such as intake, prioritization and stakeholder communication. The Infrastructure Engineer will coordinate efforts between CX / Support, Product Management, Engineering, Sales and more. Will work closely with these functional teams to identify issues needing Product and / or Engineering support, engaging the relevant resources to work toward resolution and communicate to all stakeholders. This impactful position requires effective analytical skills, attention to detail, open communication and the ability to work autonomously on assigned projects.

Key Responsibilities

• Coordinate product-related issue resolution, allowing CX / Support, Product Management and Engineering to focus on delivering client focused solutions
• Collaborate with Product Management, Engineering, and CX / Support in the definition, evolution and documentation of our operational processes, ensuring successful cross-functional adoption as we scale
• Support enterprise-level product and application systems with technical assistance
• Respond to general inquiries and trouble tickets promptly for external and internal clients
• Investigate, diagnose, troubleshoot, and identify potential solutions to a problem
• Prioritize multiple open issues
• Develop, and keep track of issue triage and trouble tickets worked
• Document Actionable bugs for engineering resolution
• Provide software application assistance
• Consult the software development team, as well as internal users
• Administer security permissions for various web-based app
• Managing internal batch processes and data integrity
• Establishing the root causes of product and application errors and escalating serious concerns to the development team

General Responsibilities

Qualifications

As a global leader in PR, marketing and social media management technology and intelligence, Cision helps brands and organizations to identify, connect and engage with customers and stakeholders to drive business results. PR Newswire, a network of over 1.1 billion influencers, in-depth monitoring, analytics and its Brandwatch and Falcon.io social media platforms headline a premier suite of solutions. Cision has offices in 24 countries throughout the Americas, EMEA and APAC. For more information about Cision's award-winning solutions, including its next-gen Cision Communications Cloud®, visit www.cision.com and follow @Cision on Twitter.

Cision is committed to fostering an inclusive environment where all employees can be their authentic selves and perform at their best. We believe diversity, equity, and inclusion is vital to driving our culture, sparking innovation and achieving long-term success. Cision is proud to have joined more than 600 companies in signing the CEO Action for Diversity & Inclusion™ pledge and named a 'Top Diversity Employer' for 2021 by DiversityJobs.com.

Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses.

Cision is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Cision will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and / or to receive all other benefits and privileges of employment, please contact [HIDDEN TEXT]

Please review our Global Candidate Data Privacy Statement to learn about Cision's commitment to protecting personal data collected during the hiring process.

Skills Required

Technical Assistance, issue resolution , Product Operations, Product Management