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 conceptsRequired 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 tools

📌 Support Engineer (Xico)
🏢 Element Technologies
📍 Xico