Lead Software Engineering Support Technician (8+ years)

This role provides high-level technical leadership and in-depth expertise in operational support, focusing on solving complex systemic problems while ensuring continuous platform stability.

Responsibilities

• It combines autonomous coordination and guidance for team members with high-level strategic support as a Subject Matter Expert (SME) to ensure long-term reliability and technical integrity across the platform.
• Lead major incident response and post-mortem analysis (RCA) to prevent recurrence and mitigate major system outages.
• Autonomously coordinate with DevOps, Engineering, and Product teams to align operational needs with software roadmaps and drive systemic stability.
• Act as a Subject Matter Expert to ensure technical integrity and stabilize systems at global scale under high-pressure scenarios.
• Actively guide, train, and provide expert operational guidance to the team, elevating overall technical and troubleshooting competence.

Requirements

• 8+ years of relevant technical support and system engineering experience, with a proven track record as a technical SME.
• Leadership and mastery of complex system interactions; exceptional deep-dive troubleshooting and analytical skills; proficiency in professional technical communication and aligning operational workflows across teams.
• Advanced troubleshooting and management within AWS/Azure environments, including on-premises/cloud interactions.

Skills

Key Responsibilities and Duties Escalation Point & Expert Problem Solving: Serve as the primary escalation point for the most complex technical issues and solve critical, cross-functional challenges through deep technical analysis.

Advanced Scripting & Automation

Proficiency in writing complex scripts (Python, Bash, PowerShell, Java) for significant automation initiatives to reduce manual toil.

Complex Database Management

Advanced querying and performance analysis across relational and non-relational databases (MSSQL, MongoDB, Kafka).

Platform Mastery

Comprehensive mastery of the entire platform and application stack for advanced troubleshooting and data-driven decisions.

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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.