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 :