General Support Engineer Mexico - RemoteRole OverviewThe L1 Support Engineer serves as the first line of support for analytics users and stakeholders acrossthe platform. This role focuses on user-facing support, issue triage, documentation, and structuredescalation to senior technical teams. It is an excellent entry-level opportunity for individuals whocombine strong foundational analytical skills with a genuine passion for customer service, and who areeager 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 conceptsRequired 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 toolsPreferred 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 (Cloud) (Ciudad de México)
🏢 TechWish
📍 Ciudad de México