Support Engineer: 24x7 Incident Resolution & Automation

NielsenIQ; Ciudad de México; Presencial; MXN 520.000 - 780.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible working environment

Volunteer time off

LinkedIn Learning

Employee-Assistance-Program (EAP)

Descripción de la vacante

NielsenIQ is seeking a Support Specialist to deliver high-quality, in-depth technical support for Production systems in a fast-paced cloud environment. You will handle incidents, document processes, and collaborate with engineering teams to drive timely resolution and knowledge sharing.

Ideal candidates have 3+ years in L2 tech support, strong SQL and database skills, Unix basics, and ITIL familiarity, with a flexible approach to weekend/on-call work and cross-team collaboration.

Formación

• 3+ years of relevant experience in L2 technology support with no gaps.
• Solid knowledge of Oracle PL/SQL, MS SQL, and Snowflake.
• Unix basics, some Python and Azure familiarity.
• Strong problem solving and analytical thinking toward solutions.
• Understanding of ITIL and production tech support processes.

Responsabilidades

• Understand SLAs and ensure timely deliverables; manage severities and requests.
• End-to-end analysis on high-impact incidents with root cause tracking.
• Document knowledge base and runbooks for critical processes.
• Develop automated technical solutions to optimize operations.
• Provide 24x7 support with rotating weekend shifts and handovers.
• Coordinate with Engineering & EIT for fixes and patches.

Conocimientos

Problem solving

Communication

Team player

On-call readiness

Educación

B.E., B.Tech or higher in CS/Engineering

Herramientas

Oracle PL/SQL

Microsoft SQL

Snowflake

Unix

Python basics

Azure basics

Descripción del empleo

NielsenIQ is seeking a Support Specialist to deliver high-quality, in-depth technical support for Production systems in a fast-paced cloud environment. You will handle incidents, document processes, and collaborate with engineering teams to drive timely resolution and knowledge sharing.

Ideal candidates have 3+ years in L2 tech support, strong SQL and database skills, Unix basics, and ITIL familiarity, with a flexible approach to weekend/on-call work and cross-team collaboration.