Software Engineering Support Technician II

The Service Operation Support (SOS) team at Gracenote is critical to meeting the 24/7/365 demands of both our external customers and internal groups, such as Engineering and Customer Care. Given Gracenote's diverse challenges—from managing billions of daily music requests and providing global TV programming data to handling real-time sports data dynamics—the SOS group ensures accurate and timely data delivery.

Our core mission is to create a modern, scalable, and highly automated platform for comprehensive monitoring, alerting, and troubleshooting across our heterogeneous infrastructure and numerous application components.

The successful candidate will be responsible for ensuring reliable and on-time product data delivery and supporting the overall operation of the SOS group. This includes resolving or escalating all detected issues from submission/detection through to fulfillment/resolution.

Key Responsibilities and Duties

• Service Operations: Proactive and reactive service monitoring, technical triaging, and incident management.

• Availability: Working a rotating schedule, including on-call shifts, to maintain 24/7 coverage.

• Communication: Providing timely status updates and communications to management as required.

• Process Improvement & Automation: Identifying common issues, working toward long-term solutions, and identifying opportunities for process improvement and automation.

• System Maintenance: Maintaining and monitoring production applications and systems.

• Collaboration: Working closely with management, DevOps, and Engineering teams to execute tasks.

• Documentation: Creating and maintaining internal documentation.

Ideal Candidate Profile

We seek a candidate with a strong passion for automation and quality, coupled with excellent problem-solving and analytical skills. The desire to constantly improve processes is essential. The candidate must also possess an understanding of the interaction between Legacy and Current Systems, and On-Premises and Cloud environments.

Qualifications

• Education and Experience: Bachelor's degree in a technical field or equivalent professional experience, coupled with 3-5 years of Application/Data support experience (Linux and/or Windows).

• Technical Skills:

  • Proficiency in reading and writing multiple programming languages (e.g., Java, .Net, SQL).

  • Demonstrated experience with both Relational and Non-Relational Databases and Data Stores (e.g., MSSQL, MongoDB, Kafka).

  • Experience utilizing AWS or other major cloud platforms.

  • A strong understanding of networking in both physical and cloud environments.

• Core Competencies:

  • Superior written and oral communication skills.

  • Proven ability to work effectively both independently and within a team structure.

  • Strong problem-solving and excellent time management skills are essential.

  • A passion for data, attention to detail, intellectual curiosity, and a drive to solve complex problems.

Preferred Assets

• Familiarity with Continuous Integration services like GIT and Jenkins.

• Experience in knowledge base creation and technical documentation.

• Demonstrated understanding of Incident Management processes.

Additional Information

Please be aware that job-seekers may be at risk of targeting by scammers seeking personal data or money. Nielsen recruiters will only contact you through official job boards, LinkedIn, or email with a nielsen.com domain. Be cautious of any outreach claiming to be from Nielsen via other messaging platforms or personal email addresses. Always verify that email communications come from an @nielsen.com address. If you're unsure about the authenticity of a job offer or communication, please contact Nielsen directly through our official website or verified social media channels.

About the Company

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.