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 (Xico)
🏢 TechWish
📍 Xico