Support Engineer

About the role

NielsenIQ is looking for a Support Engineer in Mexico City to provide high-quality, in-depth technical support to internal and external users of production systems. The role covers a multi-tenant, cloud-based environment and involves exposure to many different technologies in a fast-paced setting. It includes a rotating weekend shift and 24x7 coverage.

Key responsibilities

• Manage service requests and incidents by severity level, follow up with stakeholders and ensure SLAs are met
• Investigate incidents end to end, track root causes until resolved and maintain runbooks and workarounds
• Document the knowledge base, FAQs, job aids and application flows, and automate technical solutions to improve processes
• Take part in incident and problem management, escalate urgent issues and liaise with Engineering and EIT teams
• Handle server and database patching, firewall changes and production deployments, and support in-service requests
• Maintain support documentation and comply with ITIL, Google, ServiceNow and JIRA standards

Required profile

• 3+ years of continuous L2 technology support experience
• Bachelor's degree in Computer Science, BCA, MCA or similar
• Understanding of ITIL processes and production technology support
• Ability to work weekends and holidays on a rotating on-call schedule, and flexible extended hours
• Team player with excellent communication skills and stakeholder meeting experience

Required skills

• Oracle PL/SQL, Microsoft SQL, Snowflake, Unix, basics of Python and Azure
• Monitoring and observability, hands-on production deployment experience

What we offer

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee Assistance Program (EAP)