Support Engineer

Mexico City, Mexico City, Mexico

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Market Research, Data & AnalyticsIndustries

Requirements

Candidates must have at least 3 years of relevant L2 technology support experience without gaps. Required technical skills include Oracle PL SQL, Microsoft SQL, Snowflakes, Unix, basic Python, and basic Azure. A minimum of 2 years of hands-on experience in the relative tech stack is mandatory. Strong problem-solving and analytical thinking skills are essential, along with an understanding of ITIL processes and production technology support. Excellent communication skills are needed to drive meetings with various stakeholders. The ability to work flexible hours, including weekends and holidays with a rotating on-call schedule, is also required. A degree in Computing Systems Engineering, Computer Science, Software Engineering, or Informatics Engineering is preferred.

Responsibilities

The Support Engineer will provide high-quality, in-depth technical support to internal and external users of production systems, ensuring deliverables are met on time according to SLAs. Responsibilities include managing various severity levels and service requests, performing root cause analysis for all incidents, and conducting end-to-end analysis for high-impacting incidents. The role involves documenting knowledge bases, tracking workaround actions, and maintaining application E2E flow documentation. Additionally, the Support Engineer will track runbooks, develop automated technical solutions to optimize processes, and proactively enhance the system. They will identify and escalate urgent issues, participate in incident and problem management, and provide rotational weekend guard support and follow-the-sun support. Maintaining support documentation, ensuring compliance with NIQ practices and tools like ITIL, Google, ServiceNow, and JIRA, and supporting server/DB patching and firewall changes are also key duties. Liaising with Engineering and EIT teams for fixes and fulfilling service requests are integral parts of the role.

Skills

Technical Support

Cloud-based environment

Problem Management

Incident Management

Root Cause Analysis

Automation

Documentation

Runbook Maintenance

Stakeholder Management

Service Level Agreements (SLAs)

Nielsen

Global measurement and data analytics provider

About Nielsen

Nielsen provides measurement and data analytics services to help businesses understand consumers and markets globally. The company operates through two main divisions: Nielsen Global Media, which offers reliable metrics for the media and advertising industries, and Nielsen Global Connect, which supplies consumer packaged goods manufacturers and retailers with actionable insights about the marketplace. Nielsen combines its proprietary data with other sources to give clients a comprehensive view of current trends and future opportunities. With a presence in over 100 countries, Nielsen aims to support companies in making informed decisions to drive innovation and growth.

Town of Clarkstown, New YorkHeadquarters

1963Year Founded

$45.1MTotal Funding

ACQUISITIONCompany Stage

Data & Analytics, ConsultingIndustries

10,001+Employees

Benefits

Health Insurance

401(k) Retirement Plan

401(k) Company Match

Unlimited Paid Time Off

Risks

Competition from digital-native analytics firms threatens Nielsen's market share.

Privacy regulations may impact Nielsen's data collection capabilities.

Private equity acquisition could lead to strategic shifts misaligned with client needs.

Differentiation

Nielsen offers comprehensive cross-platform measurement solutions, including mobile media markets.

The Diverse Media Equity program elevates diverse-owned media companies' visibility.

Nielsen Impact Score evaluates marketing value of university athletic programs.

Upsides

Acquisition of Telephia enhances Nielsen's mobile media measurement capabilities.

Partnerships with P&G and NMSDC support diverse media representation.

Collaboration with TikTok improves digital audience measurement services.

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