[Remote] Support Engineer at Nielsen

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

Information Technology, Data & AnalyticsIndustries

Requirements

Candidates must have at least 3 years of relevant L2 technology support experience without gaps, including a minimum of 2 years of hands-on experience in the relevant tech stack. A degree in Computing Systems Engineering, Computer Science, Software Engineering, or Informatics Engineering is required. Strong problem-solving, analytical thinking, and communication skills are essential, as is a good understanding of overall application infrastructure. Experience with Monitoring & Observability, handling production deployment activities, and ITIL processes is mandatory. The ability to work weekends, holidays, and flexible/extended hours with a rotating on-call schedule is also required.

Responsibilities

The Support Engineer will provide high-quality, in-depth technical support to internal and external users for production systems, ensuring deliverables are met on time according to SLAs. Responsibilities include managing various severity levels and service requests, conducting root cause analysis for all incidents, and performing end-to-end analysis for high-impacting incidents. The role involves documenting knowledge bases, tracking workarounds, maintaining application E2E flow documentation, and managing runbooks for support processes. Additionally, the engineer will develop automated technical solutions to optimize operational and technical processes, identify and escalate urgent issues, participate in incident and problem management, and provide rotational weekend and follow-the-sun support. They will also maintain support documentation, ensure compliance with NIQ practices, ITIL, Google, ServiceNow, and JIRA, and liaise with Engineering & EIT teams for fixes.

Skills

Technical Support

Root Cause Analysis

Incident Management

Problem Management

Knowledge Base Documentation

Automation

Cloud Environment

Agile

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