L1 Support Engineer – Analytics Platform

About the role

The L1 Support Engineer is the first point of contact for users of our analytics platform. This entry‑level position blends technical troubleshooting with customer service, ensuring stakeholders receive timely assistance while gaining exposure to BI tools and data concepts.

Key responsibilities

• Provide first‑level technical support to dashboard users and platform stakeholders.
• Respond promptly to support tickets, troubleshoot common issues, and document resolutions.
• Tri­age and escalate complex problems to senior engineers.
• Create and maintain FAQs, knowledge‑base articles, and support documentation.
• Track tickets in a ticketing system and keep issue logs organized.
• Gather requirements for new dashboards and feature enhancements.
• Conduct training sessions and demos on BI tools for new users.
• Monitor dashboard performance, availability, and user access permissions.
• Collect user feedback and contribute to process‑improvement initiatives.

Required profile

• 1‑3 years of customer or technical support experience.
• At least 1 year of exposure to BI tools or analytics platforms.
• Basic understanding of SQL and database concepts.
• Ability to work in a fast‑paced technical environment with strong attention to detail.
• Good problem‑solving skills and willingness to learn.

Required skills

• SQL (ability to write simple queries).
• Tableau or comparable BI visualization tool.
• Basic knowledge of Snowflake and data‑platform concepts.
• Understanding of data‑warehouse and ETL concepts.
• Familiarity with ticketing and issue‑tracking systems.