Technical Support Engineer
Job Summary
Job Description
This Technical Support Engineer role at Nielsen involves providing first-level technical support for software interfaces with major TV streaming providers. The team downloads tens of thousands of movies and TV shows, playing a crucial role in Nielsen's streaming measurement strategy. Responsibilities include troubleshooting issues using SOPs, basic Unix shell scripting and SQL, escalating complex problems to the development team, and collaborating with cross-functional teams. The role requires debugging, automating tasks, querying data for analysis, documenting processes, and proactively suggesting improvements to enhance support quality and response times. The position requires close collaboration with cross-functional teams to ensure timely and effective issue resolution, driving operational stability and enhancing customer satisfaction.
Must have:
- First-level technical support
- Troubleshooting and issue resolution
- Unix shell scripting
- SQL skills
- SOP adherence
- Collaboration with cross-functional teams
Good to have:
- Python knowledge
5 skills required
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
- This role will be part of a team that develops software interfaces with all the major TV streaming providers, and downloads tens of thousands of movies and TV shows from US and international platforms. This team is at the heart of Nielsen’s streaming measurement strategy, and is continually updating their software to adjust to the quickly evolving streaming environment.
- This role focuses on providing first-level technical support during US business hours, serving as the primary point of contact for customer and stakeholder inquiries. The Support Engineer will be responsible for troubleshooting issues, following Standard Operating Procedures (SOPs), and escalating to the development team when necessary. The position requires basic Unix shell scripting and SQL skills, with knowledge of Python as a plus. 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 time zone. Execute SOPs to troubleshoot and resolve recurring issues, ensuring adherence to documented procedures. Use basic Unix shell scripting to automate repetitive tasks and streamline support operations. Leverage basic SQL skills to query data, analyze logs, and assist in debugging issues. 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.
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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