Product Support Engineer

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The Product Support Engineer will ensure the Product team has the right tools in place to streamline operations and continually deliver customer value aligned to Cision’s business objectives. The Product Support Engineer will collaborate with the CX/Support Production Engineering 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 Product Support Engineer will pull together cross-functional resources for issue resolution and own processes such as intake prioritization and stakeholder communication.

The Product Support Engineer will coordinate efforts between CX/Support Production Engineering 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 so that Cision can ultimately deliver more value to more customers faster.

• Collaborate with Production Engineering 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

• Partner with Production Engineering Product Leads and Engineering to connect the dots across the Product Ecosystem ensuring appropriate resources and attention is given on the most critical areas of work.

• Partner with Product Engineering and Design partners to provide strategic and tactical thought leadership to effectively drive solutions and implementations.

• Exhibit a proven track record of implementing operational programs streamlining processes and managing prioritization bringing the ability to quickly put structure in place to resolve issues.

• Demonstrate confidence in presenting to various audiences.

• Demonstrate organizational agility to adapt to changing demands.

Qualifications

• 2+ years of experience in product operations product management support or an engineering or operational role that worked closely with key business stakeholders such as Customer Support Engineering and Product Management

• A passion for delivering an outstanding user experience and can develop a deep understanding of complex problems and come up with creative solutions to solve them.

• A talent for building empathy for user problems

• An awesome project manager with a track record of proactively managing end-to-end execution of projects.

• Strong written and verbal communication skills and are great at explaining highly technical topics to technical and non-technical audiences.

• You have a can-do attitude and ability to juggle multiple priorities simultaneously.

• Bachelor's Degree in software engineering computer science information technology or similar preferred

• Knowledge of Elasticsearch and Kibana preferred

• Knowledge of SQL or pSQL (Oracle) and scripting language (such as python) is required.

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