Lead Software Engineering Support Technician (8+ years)

Nielsen-2ede5b8f; Bengaluru; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Nielsen is seeking a Lead Software Engineering Support Technician with 8+ years of technical support and system engineering experience. You will provide SME guidance, drive platform stability, and lead cross-functional collaboration across DevOps, Engineering, and Product teams.

Role emphasizes advanced scripting, cloud infrastructure knowledge (AWS/Azure), and deep database expertise to ensure reliability at scale. Strong leadership and mentorship are required to uplift the team.

Qualifications

• 8+ years of relevant technical support and system engineering experience.
• Strong leadership and cross-functional collaboration capabilities.
• Proficient in scripting for automation and orchestration.

Responsibilities

• Escalation Point & Expert Problem Solving: lead the most complex issues with deep technical analysis.
• Incident Management: guide major incidents and post-mortems to prevent recurrence.
• Cross-Functional Leadership: coordinate with DevOps, Eng, and Product to align needs with roadmaps.
• Operational Stability (SME): ensure platform reliability and scale under pressure.
• Mentorship: train and guide team members to improve troubleshooting skills.
• Advanced Scripting & Automation: write scripts (Python, Bash, PowerShell, Java) for automation.
• Cloud & Infra: troubleshoot and manage AWS/Azure and hybrid environments.
• Database & Platform Mastery: analyze performance across MSSQL, MongoDB, Kafka; understand stack end-to-end.

Skills

Technical SME

Leadership

Incident management

Automation scripting

Cloud AWS/Azure

Databases MSSQL

MongoDB

Kafka

Python

Job description

Lead Software Engineering Support Technician (8+ years)

• Full-time
• Compensation: INR 0 - INR 0 - yearly

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.

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: 8+ 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.