NielsenIQ
consumer intelligence
SupportEngineer(PLSQL,Snowflake)
Neural analysis suggests this role is
optimal for mid candidates.
“Support Engineer (PLSQL, Snowflake) at NielsenIQ. Skills: PLSQL, Snowflake, L2 Technology Support, Root cause analysis, ITIL Process. high quality and in-depth technical support to internal and external users of Production systems. understand the SLA and ensure the deliverables on time”
What You'll Achieve.
ensure the deliverables on time; 100% Root cause for all the incidents raised; on time deliver
Industry & Context.
problem solving and analytical thinking towards solutioning; End to End analysis on all the high impacting & potentially impacting incidents; Root cause analysis
Rotational shift and provide the support 24 X 7 coverage, Ability to work including weekends and holidays with a rotating on-call schedule, Flexibility and acceptance to work in 24 X 7 shift rotations, Ability to work flexible & extended work hours as needed
What They're Looking For.
Must Have
3+ Years of Relevant experience in L2 Technology Support without gaps, Good Knowledge in Oracle PL SQL/Microsoft SQL/Snowflakes, Unix, Basics of Python, Basics of Azure, Mandatory to have at least 2 years of Hands-on experience in relative tech stack, problem solving and analytical thinking towards solutioning, Understanding on ITIL Process and Production Technology support process, Excellent Communication Skills, Ability to work including weekends and holidays with a rotating on-call schedule, Flexibility and acceptance to work in 24 X 7 shift rotations, Ability to work flexible & extended work hours as needed, Positive attitude, team player, self-starter; takes initiative, ability to work independently
Nice to Have
Experience in Monitoring & Observability, Experience in handling production deployment activities, Hands-on in-Service request fulfillment, Support for Server/DB patching, firewall changes, Liaise with Engineering & EIT team for fixes
What You'll Do.
high quality and in-depth technical support to internal and external users of Production systems
understand the SLA and ensure the deliverables on time
manage various severity levels and Service requests
Regular follow-ups with all the stakeholders involved to ensure on time deliver
100% Root cause for all the incidents raised
End to End analysis on all the high impacting & potentially impacting incidents
document the knowledge base of all the critical process and functionalities
track the workaround actions
Application E2E flow documentations to be maintained for both technical and functional perspective
track the Runbook on the support process to be followed and maintained
come up with the automated technical solutions to optimize both operational and technical process
proactively come with enhancing the system with the technical solution
Identify urgent issues and escalate appropriately
participate in Incident and Problem management
Maintain support documentation - Standard Reporting
Ensure compliance to standard NIQ Practices / Tools
Good understanding of overall application infrastructure is must
Internally prioritize work based on incident priority and deadlines
Support for Server/DB patching
Liaise with Engineering & EIT team for fixes
How You'll Work.
Team & Collaboration
Being a team player is also key as you will need to know when to ask for help and be willing to jump in when a team member needs a hand; Regular follow-ups with all the stakeholders involved to ensure on time deliver; Liaise with Engineering & EIT team for fixes; drive the meetings with stakeholders from Technology, Infrastructure and Operational / governance teams
Communication Scope
Excellent Communication Skills; To drive the meetings with stakeholders from Technology, Infrastructure and Operational / governance teams
Process & Methodology
manage various severity levels and Service requests, Internally prioritize work based on incident priority and deadlines
Full Job Description
TECHNOLOGY SUPPORT SPECIALIST So where do you fit here? Our client comes first. This means that NielsenIQ support specialists are here to help. As a Support Specialist, you will be responsible for high quality and in-depth technical support to internal and external users of Production systems. You will have exposure to all aspects of our business, as well as an opportunity to learn and work on many different technologies in a multi-tenant, cloud-based environment. This is a fast-paced and exciting role especially as NielsenIQ introduces many new and innovative solutions. The Support Specialist role requires you to be ready for anything and to be agile enough to tackle challenges as they come your way. Being a strong team player is also key as you will need to know when to ask for help and be willing to jump in when a team member needs a hand. RESPONSIBILITIES: * To understand the SLA and ensure the deliverables on time. To manage various severity levels and Service requests. Regular follow-ups with all the stakeholders involved to ensure on time deliver. 100% Root cause for all the incidents raised. * End to End analysis on all the high impacting & potentially impacting incidents. To have the clear Root cause tracked till the solution * To document the knowledge base of all the critical process and functionalities. To track the workaround actions. Application E2E flow documentations to be maintained for both technical and functional perspective. To track the Runbook on the support process to be followed and maintained * To come up with the automated technical solutions to optimize both operational and technical process. Also need to proactively come with enhancing the system with the technical solution. * Identify urgent issues and escalate appropriately, participate in Incident and Problem management. * To have the Rotational shift and provide the support 24 X 7 coverage * Maintain support documentation - Standard Reporting, Knowledge Base, FAQs, Job Aides * Ensure
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