Technology Support Engineer

Company Description

Job Description

NIQ is a multinational company working with the world’s largest brands across the world to inform them on where and how their best customers are shopping. The challenge is that this is a moving target and a complex problem. With the commerce landscape shifting constantly, only NIQ has the span and caliber of data to make sense of what drives a consumer to purchase.

Job Description

This is a fast-paced and exciting role especially as NIQ introduces many new and innovative solutions.  The Support Engineer role requires you to be ready for anything and to be agile enough to tackle challenges as they come your way.  Ability to lead complex issues, rallying proper contributors is also key as you will be expected to lead groups of peers in troubleshooting swarm sessions.

 Responsibilities

• SME working knowledge of NIQ supported products and technologies.
• Team leader for groups of technical support agents
• Ensuring the team promptly prioritizes, researches, troubleshoots, and resolves complex technical issues. 
• Maintain client satisfaction with every encounter. Exhibit a thorough understanding of client queries, managing client expectations, and delivering difficult responses.  
• Actively develops and maintains collaborative networks throughout the organization; leverages collaborative efforts across boundaries to realize efficiencies or achieve common goals.
• Identify ways to reduce complexity in terms of procedures, communications, and getting things done
• Seek feedback from about all aspects of team’s work; takes initiative to resolve issues and demonstrates bias for action.
• Takes ownership of client satisfaction for areas of responsibility through the quality, accuracy and responsiveness of all work performed.
• Makes critical contributions to projects, business planning, and strategic initiatives.
• Exhibits objectivity and interest in diversity of ideas; proactively engages others to understand the issues and influence them on relevant and important matters.
• Communicates information with appropriate detail, adapting language to connect to different audiences.
• Monitor Snowflake Cloud infrastructure.
• Real-time observation of monitored jobs regarding cancellation, duration, and technical start delays. 
• Identify urgent issues and escalate appropriately, participate in severity 1 incident and problem management.
• Drive long-term solutions to high-impact production issues and resolution across technical teams.
• Provide high-quality service to continually drive toward fastest resolution timing.
• Work cross-functionally with the user, other support teams, operations, technical delivery teams, and vendors to resolve issues through root cause analysis and problem management.
• Gathers comprehensive information and seeks diverse input to understand situations and root causes of problems fully.

Shift Timing - 9pm - 6am IST 

QUALIFICATIONS

• 7-12 years of experience in technical support and people management
• Excellent communication skills
• Ability to deep dive into issues as individual contributor and team leader to drive solutions.
• Experience interacting professionally with client facing teams as well as senior technical associates.
• Strong bias toward action, flexible, resourceful, and able to operate effectively within a dynamic, fast-paced environment.
• Positive attitude, team player, self-starter; takes initiative, ability to work independently.
• Experience with supporting a multi-tiered platform and applications.
• Experience with technologies that NIQ utilizes: PowerBI, Python, Ansible, Java, Selenium, Jenkins, Postman, Katalon, Shell, Bash, CyberArk, Snowflake

Must Have

• Exceptional Communication Skills, Flexibility to work shift rotations. Application Support Expertise

EDUCATION

• Bachelor's degree in Business, Computer Science, or related field

Why NIQ India Private Limited is a Great Place To Work®
India continues to stand out as one of the largest and fastest-growing developing economies globally, offering NIQ a significant opportunity. It is imperative that we prioritize India as a key investment market, not only for our business growth but also for the personal and professional development of our team members. To fully harness the potential of this market, expand our operations effectively, and realize our growth objectives, we have developed an exciting plan tailored specifically for India. Together, we'll unlock the full potential of this thriving market, creating an environment where everyone can thrive and contribute to our collective success. Join us in envisioning the exhilarating journey and ambitious goals ahead.

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://niq.com/global/en/news-center/diversity-inclusion/

Qualifications

Additional Information

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 View™. 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