Lead Software Engineering Support Technician

Nielsen; Bengaluru; On-site; INR 3,000,000 - 5,200,000; Full time

Job summary

Nielsen's Gracenote unit seeks a senior SME for technical operations, focusing on complex systemic problems and platform stability across global scale. You will coordinate DevOps, Engineering, and Product teams to align operational needs with roadmaps and drive reliability.

The role emphasizes autonomous leadership, expert troubleshooting, and mentorship to elevate the team's capabilities in a fast-paced environment.

Qualifications

• Advanced scripting and automation across Python, Bash, PowerShell, and Java.
• Cloud and infrastructure knowledge (AWS/Azure) plus on-premises integration.
• Experience with relational and non-relational databases (MSSQL, MongoDB, Kafka).
• Ability to lead cross-functional teams and communicate complex issues.

Responsibilities

• Serve as primary escalation point for the most complex technical issues.
• Lead major incident response and post-mortem analysis (RCA).
• Coordinate with DevOps, Engineering and Product to align needs with roadmaps.
• Act as SME to ensure global-scale stability under high-pressure scenarios.
• Mentor the team and elevate troubleshooting capability.

Skills

Leadership

Troubleshooting

Technical communication

Cross-team collaboration

Tools

Python

Bash

PowerShell

Java

AWS

Azure

MSSQL

MongoDB

Kafka

Job description

Company Description

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.

Company Description

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.

Job Description

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.
  

Qualifications

• 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.
  

Additional Information

Please be aware that job-seekers may be at risk of targeting by scammers seeking personal data or money. Nielsen recruiters will only contact you through official job boards, LinkedIn, or email with a nielsen.com domain. Be cautious of any outreach claiming to be from Nielsen via other messaging platforms or personal email addresses. Always verify that email communications come from an @nielsen.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.