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 (Ciudad de México)
🏢 TechWish
📍 Ciudad de México