Support Specialist

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 a minimum of a B.S. degree in Computer Science, Computer Engineering, or a related field. They should possess 3+ years of experience in technical support or related areas, with strong fundamentals in application support and infrastructure knowledge, preferably from a software engineering background. Essential skills include proficiency in SQL, UNIX scripting, and Python. Familiarity with technologies such as UNIX, automation tools, cloud platforms, API management, databases, monitoring tools, big data, and infrastructure services is required. Sound SDLC skills, ideally with agile environment experience, are also necessary. Exceptional communication skills and flexibility to work 24x7 shift rotations, including weekends, are mandatory. Functional knowledge of Market research, FMCG industry, and big data is considered a plus.

Responsibilities

The Support Specialist will provide high-quality, in-depth technical support to internal and external users of Production systems. Responsibilities include analyzing and investigating production incidents within complex applications, documenting issues and resolutions to meet SLAs, and collaborating with operations, client services, and technology teams. The role involves executing root cause analysis (RCA) for production incidents, assessing resolutions, and applying fixes to applications. Specialists will attend incident management calls, report status, define next steps, manage escalations, and mature systems to reduce critical incidents. They will also optimize on-call rotations, update runbooks and documentation, conduct post-incident reviews, and automate regular processing and monitoring for site reliability.

Skills

technical support

production systems

cloud-based environment

incident analysis

root cause analysis

SLA management

runbook updates

team collaboration

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