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
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
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
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 (México)
🏢 Element Technologies
📍 México