Support Engineer
General Support Engineer
Mexico - Remote
Role Overview
The L1 Support Engineer serves as the first line of support for analytics users and stakeholders across
the platform. This role focuses on user-facing support, issue triage, documentation, and structured
escalation to senior technical teams. It is an excellent entry-level opportunity for individuals who
combine strong foundational analytical skills with a genuine passion for customer service, and who are
eager to grow within a fast-paced analytics environment.
Key Responsibilities
• Provide first-level technical support to platform stakeholders and dashboard users
• Respond promptly to support requests and troubleshoot common issues
• Triage and escalate complex technical issues to senior engineers
• Create and maintain support documentation, FAQs, and knowledge base articles
• Track support tickets and maintain organized issue tracking
• Gather requirements for new dashboard requests and feature enhancements
• Conduct training sessions and demos for new users on BI tools
• Monitor dashboard performance and availability
• Participate in user feedback collection and process improvement initiatives
• Assist with user access management and permission requests
• Develop proficiency in SQL, Tableau, and core analytics concepts
Required Skills
• 1-3 years of customer support or technical support experience
• 1+ year with BI tools or analytics platforms (or equivalent demonstrated learning ability)
• Familiarity with SQL basics and database concepts
• Experience working in fast-paced technical environments
• Strong problem-solving skills and keen attention to detail
• Basic SQL knowledge and ability to write simple queries
• Hands-on experience with Tableau or similar BI tools
• Understanding of data warehouse and ETL concepts
• Basic knowledge of Snowflake and data platforms
• Familiarity with ticketing systems and issue-tracking tools
Preferred Skills
• Excellent customer service and communication skills
• Strong organizational and time management abilities
• Patience and empathy when helping users troubleshoot issues
• Team player with willingness to learn and grow
• Strong work ethic and commitment to quality support
• Bilingual capabilities (English and Spanish)
• Associate or bachelor’s degree in a related field, or equivalent experience
• Technical certifications (Tableau, cloud platforms) are a plus