General Support EngineerMexico - RemoteRole 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

📌 Support Engineer (Cloud) (Xico)
🏢 TechWish
📍 Xico