Technical Support Engineer

Remote - Bulgaria Product Engineering Full-time
Cision employs the brightest, most passionate people in the tech industry. We’d love for you to join our growing team! We invest in our people through training and professional development while supporting you along the way—all so you can meet your career goals. To us, the most important measure of our success is yours.

As an IT Consultant for Cision’s Bulletin Intelligence Blackwing solution you will work with product stakeholders, other support team members, and the development team to ensure success and value of the product. You will be involved in client setup, technical issue troubleshooting, and consult/assist on product solutions. You will play a key role in establishing a partnership between the support, development, product and other cross-functional teams to ensure collaboration towards product and process improvement and resolution of client issues. 

You'll Help Us With:

  • Support, manage, and provide consultation and resolution to internal and external clients on technical issues and product requests via ticket process 
  • Introduce business cases for adding new features to improve customer and support workflow  
  • Manage urgent support calls and escalate to other teams as necessary  
  • Process client requests for complex configuration and setup 
  • Create and edit process documentation to assist customers and support team on set up and how-to playbooks for potential requests 
  • Train team members and collaborate cross functionally to improve client support processes 
  • Communicate and partner daily with global peers and leadership 
  • Maintain expert level product knowledge and continual learning 

You'll Be A Good Fit If You Have:

  • A great attitude with customer-centric mindset and passion to help and provide good service 
  • Experience in a customer facing role enabling and troubleshooting requests 
  • Organized and able to prioritize important customer requests easily 
  • Self-starter and team player with the ability to work independently 
  • Working with regional partners, customers, and peers 

You'll Be A Great Fit If You Have:

  • University degree
  • 2+ years experience in client support 
  • .Net knowledge
  • Great written and verbal communication skills 
  • The flexibility to work off-hours and on-call if necessary 
  • Detail oriented and analytical skills 
  • Database scripting knowledge (MySql, etc.) 
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.
 
Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.