Technical Support Engineer

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.

Key Skills

• Bachelor's or Master’s degree in Computer Science, Software Engineering, or a related field. Basic proficiency in Unix/Linux shell scripting.
• Experience Range- 5 to 8 years. Looking for P2 Level.
• Basic SQL skills to query and analyze data.
• Ability to follow and create detailed SOPs for various support tasks.
• Good problem-solving skills and ability to work independently.
• Good to have: Basic knowledge of Python for scripting and automation.
• Excellent written and verbal communication skills, with a strong emphasis on technical documentation.

Other Desirable Skills

• Familiarity with IT support and monitoring tools.
• Experience with ticketing systems like JIRA or ServiceNow.
• Ability to work in a team-oriented, collaborative environment.