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 (Xico)
🏢 Element Technologies
📍 Xico