Lead Software Engineering Support Technician

About the Position

We are seeking a Lead Software Engineering Support Technician with over 8 years of experience in technical support and system engineering to join our team at Nielsen. This role provides high-level technical leadership and in-depth expertise in operational support, focusing on solving complex systemic problems while ensuring continuous platform stability.

Responsibilities

• Escalation Point & Expert Problem Solving: Serve as the primary escalation point for the most complex technical issues and solve critical, cross-functional challenges through deep technical analysis.
• Incident Management: Lead major incident response and post-mortem analysis (RCA) to prevent recurrence and mitigate major system outages.
• Cross-Functional Leadership & Strategic Support: Autonomously coordinate with DevOps, Engineering, and Product teams to align operational needs with software roadmaps and drive systemic stability.
• Operational Stability (SME): Act as a Subject Matter Expert to ensure technical integrity and stabilize systems at a global scale under high-pressure scenarios.
• Mentorship: Actively guide, train, and provide expert operational guidance to the team, elevating overall technical and troubleshooting competence.

Requirements

• Typical Experience: 8+ years of relevant technical support and system engineering experience, with a proven track record as a technical SME.
• Skills: Leadership and mastery of complex system interactions; exceptional deep-dive troubleshooting and analytical skills; proficiency in professional technical communication and aligning operational workflows across teams.
• Advanced Scripting & Automation: Proficiency in writing complex scripts (Python, Bash, PowerShell, Java) for significant automation initiatives to reduce manual toil.
• Deep Cloud & Infrastructure Knowledge: Advanced troubleshooting and management within AWS/Azure environments, including on-premises/cloud interactions.
• Complex Database Management: Advanced querying and performance analysis across relational and non-relational databases (MSSQL, MongoDB, Kafka).
• Platform Mastery: Comprehensive mastery of the entire platform and application stack for advanced troubleshooting and data-driven decisions.

We Offer

• Competitive compensation
• Opportunity to work in a dynamic and innovative environment
• Be part of a global team committed to excellence and making an impact

About the Company

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.

Additional Information

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.