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 concep
ts
Required 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 to
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