General Support Engineer – L1

Role Overvie
wThe 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 Responsibiliti
es

Provide first-level technical support to platform stakeholders and dashboard use
rs

Respond promptly to support requests and troubleshoot common issu
es

Triage and escalate complex technical issues to senior enginee
rs

Create and maintain support documentation, FAQs, and knowledge base articl
es

Track support tickets and maintain organized issue tracki
ng

Gather requirements for new dashboard requests and feature enhancemen
ts

Conduct training sessions and demos for new users on BI too
ls





Monitor dashboard performance and availabili
ty

Participate in user feedback collection and process improvement initiativ
es

Assist with user access management and permission reques
ts

Develop proficiency in SQL, Tableau, and core analytics concep

ts
Required Ski
lls1-3 years of customer support or technical support experie
nce1+ year with BI tools or analytics platforms (or equivalent demonstrated learning abili
ty)Familiarity with SQL basics and database conce
pts

Experience working in fast-paced technical environme
nts

Strong problem-solving skills and keen attention to det
ail

Basic SQL knowledge and ability to write simple quer
ies

Hands-on experience with Tableau or similar BI to
ols

Understanding of data warehouse and ETL conce
pts

Basic knowledge of Snowflake and data platfo
rms

Familiarity with ticketing systems and issue-tracking to

ols

📌 Support Engineer (Cloud) (México)
🏢 Element Technologies
📍 México