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