Remote Support Analyst for AI-Driven FinTech

Sequoia Connect LLC; Xico; A distancia; MXN 1.292.000 - 2.030.000; Jornada completa

Descripción de la vacante

Sequoia Connect LLC is seeking a seasoned Support Analyst/Engineer to handle Level 1 analysis, investigate root causes, and provide clear bug reports for complex engineering challenges. The role emphasizes fast incident triaging, knowledge-base creation, and daily collaboration with cross-functional teams.

The candidate should bring at least 5 years of experience, strong Excel skills, excellent English and Spanish communication, and a proactive, independent work mindset, with familiarity in

Formación

• Minimum 5 years of relevant experience as a support analyst/engineer.
• Experience working with Excel.
• Strong written and verbal communication skills.
• Familiarity with finance concepts and financial models.
• Ability to work independently and be self-sufficient.
• Experience using AI tools/Agents.
• High-Performance Mindset: resilience, emotional intelligence, and agile delivery.
• Technologist DNA: a deep understanding of the difference between 'coding' and 'engineering'.

Responsabilidades

• Handle Level 1 analysis.
• Allocate issues, investigate root causes, and submit clear bug reports to the development team.
• Follow SLAs during incident triaging from the service desk.
• Create and maintain knowledge base documentation (how-to articles, troubleshooting, and user guides).
• Communicate daily with Development, IT Support, Product, and QA teams.
• Troubleshoot issues, identify root causes, and implement creative solutions for customer concerns.
• Manage multiple tasks with changing priorities.
• Serve as a point of contact for clients, product management, and other internal parties.

Conocimientos

Excel

Communication skills

AI tools/Agents

Finance concepts

Independent work

Agile delivery mindset

Herramientas

AI tools/Agents

Descripción del empleo

Sequoia Connect LLC is seeking a seasoned Support Analyst/Engineer to handle Level 1 analysis, investigate root causes, and provide clear bug reports for complex engineering challenges. The role emphasizes fast incident triaging, knowledge-base creation, and daily collaboration with cross-functional teams.

The candidate should bring at least 5 years of experience, strong Excel skills, excellent English and Spanish communication, and a proactive, independent work mindset, with familiarity in