Provide technical support for cloud-based services, troubleshoot issues, collaborate with teams, and document SOPs while enhancing customer satisfaction.
At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future.
• The team this role supports is responsible for the critical function of managing lineups and
metadata across various media channels such as cable, broadcast and video on demand etc. that
encompasses a wide scope dealing with data from both local and national providers.
• This role requires flexibility to provide technical support across different time zones,
including both IST and US business hours on a rotational basis. The Support Engineer will
serve as the primary point of contact for customer and stakeholder inquiries, responsible for
troubleshooting issues, following Standard Operating Procedures (SOPs) and escalating to the
development team when necessary.
• This role requires close collaboration with cross-functional teams to ensure timely and
effective issue resolution, driving operational stability and enhancing customer
satisfaction.
• In this role, you will debug and attempt to resolve issues independently using SOPs. If
unable to resolve an issue, you will escalate it to the next level of support, involving the
development team as needed. Your goal will be to ensure efficient handling of support
requests and to continuously improve SOPs for recurring issues.
Responsibilities:-
- • Serve as the first point of contact for customer or stakeholder issues, providing prompt
- support during the US/IST time zone on a rotational basis. Execute SOPs to troubleshoot and
- resolve recurring issues and ensuring adherence to documented procedures.
- • Provide technical support and troubleshooting for cloud-based infrastructure and services,
- including compute, storage, networking and security components.
- • Collaborate with application, security and other internal teams to resolve complex issues
- related to cloud-based services and infrastructure.
- • Escalate unresolved issues to the development team and provide clear documentation of
- troubleshooting steps taken. Document and maintain up-to-date SOPs, troubleshooting
- guides, and technical support documentation. Collaborate with cross-functional teams to
- ensure issues are tracked, escalated, and resolved efficiently.
- • Proactively identify and suggest process improvements to enhance support quality and
- response times.
Key Skills:
- Bachelor's or Master’s degree in Computer Science, Software Engineering, or a related field.
- Experience Range- 4 to 6 years.
Must have skills:
- Proficiency in Java programming language.
- Excellent SQL skills for querying and analyzing data from various database systems.
- Good understanding of database concepts and technologies
- Good problem-solving skills and ability to work independently.
- Good proficiency in AWS cloud platform and its core services.
- Good written and verbal communication skills with a strong emphasis on technical
- documentation.
- Ability to follow and create detailed SOPs for various support tasks.
Good to have skills:
- Knowledge of Scala/Python for scripting and automation.
- Familiarity with big data technologies such as Spark and Hive.
Please be aware that job-seekers may be at risk of targeting by scammers seeking personal data or money. Nielsen recruiters will only contact you through official job boards, LinkedIn, or email with a nielsen.com domain. Be cautious of any outreach claiming to be from Nielsen via other messaging platforms or personal email addresses. Always verify that email communications come from an @nielsen.com address. If you're unsure about the authenticity of a job offer or communication, please contact Nielsen directly through our official website or verified social media channels.
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law.
Top Skills
AWS
Hive
Java
Python
Scala
Spark
SQL
Similar Jobs
Artificial Intelligence • Cloud • Information Technology • Machine Learning • Software
As a Technical Support Engineer II, you'll resolve customer issues, manage support tickets, create documentation, and collaborate with teams for optimal service delivery.
Top Skills:
AWSAzureDockerItimKubernetesLinuxNetwork AdministrationSaaSWindows
Information Technology • News + Entertainment
The Engineer will troubleshoot, install, and support client systems in Broadcast IT. Responsibilities include resolving issues, communicating effectively with customers, and maintaining system information.
Top Skills:
It ServersNetworkingStorages
Automotive • Retail
Provide 1st and 2nd-level support for applications and middleware, resolve incidents, monitor performance, and document technical processes. Collaborate with teams for system improvements.
Top Skills:
BashHyper-VLinuxPowershellPythonSQLVMwareWindows
What you need to know about the Pune Tech Scene
Once a far-out concept, AI is now a tangible force reshaping industries and economies worldwide. While its adoption will automate some roles, AI has created more jobs than it has displaced, with an expected 97 million new roles to be created in the coming years. This is especially true in cities like Pune, which is emerging as a hub for companies eager to leverage this technology to develop solutions that simplify and improve lives in sectors such as education, healthcare, finance, e-commerce and more.
