Support Engineer
Job Summary
Job Description
As a Support Engineer at Nielsen, you'll be part of the Technical Support Team, delivering services and technical solutions to meet client requirements. Daily responsibilities include responding to client queries, addressing incidents, and collaborating with internal teams. You'll ensure adherence to service level agreements (SLAs) by following standard operating procedures and engaging the tech team promptly to prevent SLA misses. Participation in new projects and supporting their transition into production is also required. The role demands flexibility, including night shifts. You'll leverage analytical and problem-solving skills to overcome business constraints and effectively communicate with clients and stakeholders. Fluent English (written and spoken) is essential.
Must have:
- High analytical/problem-solving skills
- Excellent communication & interpersonal skills
- Fluent English (written & spoken)
- Day-to-day product support
- Meeting client SLAs
- Collaboration with internal teams
Job Details
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.
About the role
As the Support Engineer, you will be part of the Technical Support Team. The role is responsible for the successful delivery of services and technical solutions to meet the requirements of our clients.
Responsibilities
- Day to day support of the existing products. To achieve this you will respond to Client queries as well as attend to any reported incidents and you will engage with other team members as well as other teams across the Company.
- Responsible for meeting client SLAs. You will follow the SOP to address any production issues and will engage the tech team in a timely manner to avoid SLA miss.
- Participation in the new projects. You will facilitate support for all new projects going into production.
- Flexibility to work in shifts; esp. night shifts.
Key Skills - Domain Expertise
- Have a high level of analytical/problem solving skills with an ability to recognize and identify unique opportunities and innovative ways to overcome business constraints.
- Have a high level of interpersonal and communication skills, and ability to engage and influence clients and internal stakeholders.
- Fluent spoken and written English.
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.
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