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

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key responsibiliti

- esprovide first-level technical support to platform stakeholders and dashboard use
- rsrespond promptly to support requests and troubleshoot common issu
- estriage and escalate complex technical issues to senior enginee
- rscreate and maintain support documentation, faqs, and knowledge base articl
- estrack support tickets and maintain organized issue tracki
- nggather requirements for new dashboard requests and feature enhancemen
- tsconduct training sessions and demos for new users on bi too




- lsmonitor dashboard performance and availabili
- typarticipate in user feedback collection and process improvement initiativ
- esassist with user access management and permission reques
- tsdevelop proficiency in sql, tableau, and core analytics concep

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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
- ptsexperience working in fast-paced technical environme
- ntsstrong problem-solving skills and keen attention to det
- ailbasic sql knowledge and ability to write simple quer
- ieshands-on experience with tableau or similar bi to
- olsunderstanding of data warehouse and etl conce
- ptsbasic knowledge of snowflake and data platfo
- rmsfamiliarity with ticketing systems and issue-tracking to

ols

📌 Support engineer (Ciudad de México)
🏢 Element Technologies
📍 Ciudad de México