Senior Software Engineering Support Technician II
Senior SME support engineer at Nielsen's Gracenote unit, serving as escalation point for complex troubleshooting and platform stability at global scale. Requires 4+ years technical support and system engineering experience. No salary, work-mode or visa details stated.
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.
About Gracenote Gracenote, a Nielsen company, is dedicated to connecting audiences to the entertainment they love, powering a better media future for all people. As the content data business unit of Nielsen, Gracenote powers innovative entertainment experiences for the world's leading media companies. Our entertainment metadata and connected IDs deliver advanced content navigation and discovery to connect consumers to the content they love.
Gracenote's industry-leading datasets cover TV programs, movies, sports, music, and podcasts in 80 countries and 35 languages. We provide common identifiers that are universally adopted by the world's leading media companies, enabling powerful cross-media entertainment experiences. Machine-driven, human-validated best-in-class data and images fuel new search and discovery experiences across every screen.
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. 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.
Experience, Skills, and Attributes Typical Experience: 4+ years of relevant technical support and system engineering experience, with a proven track record as a technical SME.
Skills
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. 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.
Incident Management
Lead major incident response and post-mortem analysis (RCA) to prevent recurrence and mitigate major system outages.
Cross-Functional Leadership & Strategic Support
Autonomously coordinate with DevOps, Engineering, and Product teams to align operational needs with software roadmaps and drive systemic stability.
Operational Stability (SME)
Act as a Subject Matter Expert to ensure technical integrity and stabilize systems at global scale under high-pressure scenarios.
Mentorship
Actively guide, train, and provide expert operational guidance to the team, elevating overall technical and troubleshooting competence.
Advanced Scripting & Automation
Proficiency in writing complex scripts (Python, Bash, PowerShell, Java) for significant automation initiatives to reduce manual toil.
Deep Cloud & Infrastructure Knowledge
Advanced troubleshooting and management within AWS/Azure environments, including on-premises/cloud interactions.
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. Please be aware that job-seekers may be at risk of targeting by scammers seeking personal data or money. com domain. Be cautious of any outreach claiming to be from Nielsen via other messaging platforms or personal email addresses. com address. If you're unsure about the authenticity of a job offer or communication, please contact Nielsen directly through our official website or verified social media channels.