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 (México)
🏢 TechWish
📍 México