Senior Support Engineer

Job Description Job Title: Support Engineer

Location- Pune/Chennai

R25_0017930

About Job:

The Senior Support Engineer is a highly skilled technical expert responsible for resolving complex customer issues, providing mentorship to junior support staff, and contributing to the overall improvement of our support processes and product. This role requires deep technical knowledge, exceptional problem-solving abilities, and strong leadership potential. Your duties encompass monitoring applications, active triaging, collaborating with developers, and conducting thorough troubleshooting to identify and resolve application issues.

Key Responsibilities:

• Act as a subject matter expert (SME) for our internal/ customer facing applications, handling escalated and complex technical issues that require in-depth analysis and troubleshooting.
  
• Provide advanced troubleshooting and diagnostic support for hardware, software, network, and system performance problems, often involving multi-system integration.
  
• Mentor and coach junior support engineers, sharing knowledge, best practices, and guiding them through challenging cases.
  
• Collaborate closely with Development, QA, and Product teams to identify root causes of critical issues, facilitate bug fixes, and influence product improvements.
  
• Lead efforts in creating and maintaining comprehensive technical documentation, including knowledge base articles, troubleshooting guides, and internal runbooks for complex scenarios.
  
• Proactively identify recurring issues and trends, recommending and implementing solutions to prevent future occurrences.
  
• Participate in design reviews, product testing, and provide feedback on new features and releases from a supportability perspective.
  
• Develop and deliver technical training to the support team on new products, features, and complex troubleshooting techniques.
  
• Contribute to the development and improvement of support processes, tools, and methodologies to enhance efficiency and customer satisfaction.
  
• Manage critical customer situations with a high degree of professionalism and clear communication.
  
• Participate in on-call rotations for critical escalations and provide after-hours support as needed.
  
• Stay abreast of industry best practices, emerging technologies, and competitive offerings.
  

Qualifications

• Education: Bachelor's degree in computer science, Information Technology, Engineering, or a related field. Master's degree or relevant certifications (e.g., ITIL, relevant vendor certifications) is a plus.
  
• Experience: 10-12 years of progressive experience in a technical support role, with at least 2-3 years in a senior consultation role, supporting complex software/hardware systems.
  

Must Have: Strong communication skills, Flexibility to work in 24 x 7 Shift rotations Including weekends. Various JIRA KPI generation, Microsoft Azure Cloud environment, Microsoft Office Tools, SQL expertise, Analytics.

Nice to Have: Experience in Global Command Center management and SRE practices is a plus.

Technical Proficiency:

• Proficiency in leveraging JIRA for monitoring (SLAs), reporting, and analyzing team performance metrics (KPIs).
  
• Expertise in operating systems (Advanced Linux command line, Windows Server administration).
  
• Ability to read and understand code (Java, React, SQL Procedure/ Functions) is highly desirable for advanced debugging.
  
• Ability to transform raw data into actionable insights using Excel, specifically through the effective use of PivotTables, VLOOKUPs and a variety of chart types.
  
• Proficiency in database administration and advanced querying (SQL Server, MySQL, PostgreSQL databases).
  
• Experience with monitoring tools (New Relic, LogicMonitor).
  
• Experience with scripting and automation (e.g., Python, Bash, PowerShell) for diagnostic tools and workflow automation.
  
• Deep understanding of networking concepts and protocols (e.g., routing, firewalls, load balancing, network troubleshooting tools).
  
• Strong experience with cloud platforms (Azure, AWS) including understanding of their services and architecture.
  
• Familiarity with containerization (Docker, Kubernetes) is a plus
  

Soft Skills:

• Strong verbal and written communication skills, capable of explaining complex technical concepts clearly to diverse audiences (technical and non-technical).
  
• Proven ability to lead, mentor, and motivate a team.
  
• Superior analytical and problem-solving skills, with a methodical approach to complex issues.
  
• Excellent interpersonal skills and the ability to build strong relationships with customers and internal teams.
  
• Strong organizational and time management skills, with the ability to manage multiple high-priority issues concurrently.
  
• Demonstrated ability to work effectively under pressure and manage critical incidents.
  
• Strategic thinking with a focus on process improvement and customer satisfaction.
  

Desired Attributes:

• A natural leader and proactive problem-solver with a strong sense of ownership.
  
• Passionate about technology and continuous learning.
  
• Highly adaptable and resilient in a fast-paced, evolving environment.
  
• Commitment to delivering an outstanding customer experience.
  
• A positive influence and role model for the support team.
  

Additional Information

• Enjoy a flexible and rewarding work environment with peer-to-peer recognition platforms.
  
• Recharge and revitalize with help of wellness plans made for you and your family.
  
• Plan your future with financial wellness tools.
  
• Stay relevant and upskill yourself with career development opportunities.
  

Our Benefits

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

About NIQ

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full Viewâ„¢. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.

For more information, visit NIQ.com

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Our commitment to Diversity, Equity, and Inclusion

NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide. Learn more about how we are driving diversity and inclusion in everything we do by visiting the NIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion