General Support EngineerMexico - RemoteRole OverviewThe L1 Support Engineer serves as the first line of support for analytics users and stakeholders acrossthe platform.
This role focuses on user-facing support, issue triage, documentation, and structuredescalation to senior technical teams.
It is an excellent entry-level opportunity for individuals whocombine strong foundational analytical skills with a genuine passion for customer service, and who areeager to grow within a fast-paced analytics environment.Key ResponsibilitiesProvide first-level technical support to platform stakeholders and dashboard usersRespond promptly to support requests and troubleshoot common issuesTriage and escalate complex technical issues to senior engineersCreate and maintain support documentation, FAQs, and knowledge base articlesTrack support tickets and maintain organized issue trackingGather requirements for new dashboard requests and feature enhancementsConduct training sessions and demos for new users on BI toolsMonitor dashboard performance and availabilityParticipate in user feedback collection and process improvement initiativesAssist with user access management and permission requestsDevelop proficiency in SQL, Tableau,



and core analytics conceptsRequired Skills1-3 years of customer support or technical support experience1+ year with BI tools or analytics platforms (or equivalent demonstrated learning ability)Familiarity with SQL basics and database conceptsExperience working in fast-paced technical environmentsStrong problem-solving skills and keen attention to detailBasic SQL knowledge and ability to write simple queriesHands-on experience with Tableau or similar BI toolsUnderstanding of data warehouse and ETL conceptsBasic knowledge of Snowflake and data platformsFamiliarity with ticketing systems and issue-tracking toolsPreferred SkillsExcellent customer service and communication skillsStrong organizational and time management abilitiesPatience and empathy when helping users troubleshoot issuesTeam player with willingness to learn and growStrong work ethic and commitment to quality supportBilingual capabilities (English and Spanish)Associate or bachelor's degree in a related field, or equivalent experienceTechnical certifications (Tableau, cloud platforms) are a plus

📌 Support Engineer (Xico)
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📍 Xico