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

📌 Support Engineer (México)
🏢 TechWish
📍 México