Lead Software Engineering Support Technician

About Gracenote

Gracenote, a Nielsen company, is dedicated to connecting audiences to the entertainment they love, powering a better media future for all people. As the content data business unit of Nielsen, Gracenote powers innovative entertainment experiences for the world's leading media companies. Our entertainment metadata and connected IDs deliver advanced content navigation and discovery to connect consumers to the content they love. Gracenote's industry-leading datasets cover TV programs, movies, sports, music, and podcasts in 80 countries and 35 languages. We provide common identifiers that are universally adopted by the world's leading media companies, enabling powerful cross-media entertainment experiences. Machine-driven, human-validated best-in-class data and images fuel new search and discovery experiences across every screen.

This role provides high-level technical leadership and in-depth expertise in operational support, focusing on solving complex systemic problems while ensuring continuous platform stability. It combines autonomous coordination and guidance for team members with high-level strategic support as a Subject Matter Expert (SME) to ensure long-term reliability and technical integrity across the platform.

Experience, Skills, and Attributes

• Typical Experience: 4+ years of relevant technical support and system engineering experience, with a proven track record as a technical SME.

• Skills: Leadership and mastery of complex system interactions; exceptional deep-dive troubleshooting and analytical skills; proficiency in professional technical communication and aligning operational workflows across teams.

Key Responsibilities and Duties

• Escalation Point & Expert Problem Solving: Serve as the primary escalation point for the most complex technical issues and solve critical, cross-functional challenges through deep technical analysis.

• Incident Management: Lead major incident response and post-mortem analysis (RCA) to prevent recurrence and mitigate major system outages.

• Cross-Functional Leadership & Strategic Support: Autonomously coordinate with DevOps, Engineering, and Product teams to align operational needs with software roadmaps and drive systemic stability.

• Operational Stability (SME): Act as a Subject Matter Expert to ensure technical integrity and stabilize systems at global scale under high-pressure scenarios.

• Mentorship: Actively guide, train, and provide expert operational guidance to the team, elevating overall technical and troubleshooting competence.

• Advanced Scripting & Automation: Proficiency in writing complex scripts (Python, Bash, PowerShell, Java) for significant automation initiatives to reduce manual toil.

• Deep Cloud & Infrastructure Knowledge: Advanced troubleshooting and management within AWS/Azure environments, including on-premises/cloud interactions.

• Complex Database Management: Advanced querying and performance analysis across relational and non-relational databases (MSSQL, MongoDB, Kafka).

• Platform Mastery: Comprehensive mastery of the entire platform and application stack for advanced troubleshooting and data-driven decisions.

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