Lead Software Engineering Support Technician (8+ years)

Nielsen Holdings Plc; Bengaluru; On-site; INR 4,500,000 - 6,000,000; Full time

Job summary

Nielsen Holdings Plc is seeking a Lead Software Engineering Support Technician with 8+ years of technical support and system engineering experience. The role focuses on high-level SME leadership, cross-functional coordination, and advanced troubleshooting to ensure platform stability.

You will mentor the team, drive incident responses, and collaborate with DevOps, Engineering, and Product teams to align operational needs with roadmaps. Strong scripting and cloud skills are essential.

Qualifications

• 8+ years of relevant technical support and system engineering experience.
• Experience as a technical SME.
• Strong leadership and cross-team collaboration skills.

Responsibilities

• 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.

Skills

Leadership

Troubleshooting

Analytical thinking

Technical communication

Cross-functional coordination

Mentorship

Tools

AWS

Azure

Python

Bash

PowerShell

Java

SQL

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.