Technical Support Engineer

At Nielsen, we are passionate about powering a better media future for all people by providing powerful insights that drive client decisions. This role is part of a team developing software interfaces with major TV streaming providers, downloading thousands of movies and TV shows from US and international platforms. The Technical Support Engineer will provide first-level technical support during US business hours, serving as the primary point of contact for customer and stakeholder inquiries. Responsibilities include troubleshooting issues, following Standard Operating Procedures (SOPs), and escalating to the development team when necessary. The position requires basic Unix shell scripting and SQL skills, with Python knowledge as a plus. Key responsibilities include:

• Serving as the first point of contact for customer or stakeholder issues
• Executing SOPs to troubleshoot and resolve recurring issues
• Using basic Unix shell scripting to automate repetitive tasks
• Leveraging basic SQL skills to query data, analyze logs, and assist in debugging
• Escalating unresolved issues to the development team
• Documenting and maintaining SOPs and technical support documentation
• Collaborating with cross-functional teams for efficient issue resolution
• Identifying and suggesting process improvements

Key skills required:

• Bachelor's or Master's degree in Computer Science, Software Engineering, or related field
• Basic proficiency in Unix/Linux shell scripting
• Basic SQL skills
• Ability to follow and create detailed SOPs
• Good problem-solving skills and ability to work independently
• Excellent written and verbal communication skills

This role offers an opportunity to be at the heart of Nielsen's streaming measurement strategy, continually updating software to adjust to the evolving streaming environment.