Remote Support Engineer | AI & Cloud Automation

Sequoia Connect LLC; Ciudad de México; Remote; MXN 600,000 - 800,000; Full time

Benefits offered by this job

Remote work

Job summary

Sequoia Connect LLC is seeking a skilled Support Analyst/Engineer to join its remote-enabled team. You will handle Level 1 analysis, collaborate with global IT and product teams, and help resolve customer issues efficiently.

The ideal candidate brings at least five years of experience, strong Excel skills, excellent communication in English and Spanish, and a proactive, AI-aware mindset to drive agile delivery.

Qualifications

• 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.
• Experience using AI tools/Agents.

Responsibilities

• 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.

Skills

English

Spanish

Excel

AI tools

Communication

Tools

Excel

Job description

Sequoia Connect LLC is seeking a skilled Support Analyst/Engineer to join its remote-enabled team. You will handle Level 1 analysis, collaborate with global IT and product teams, and help resolve customer issues efficiently.

The ideal candidate brings at least five years of experience, strong Excel skills, excellent communication in English and Spanish, and a proactive, AI-aware mindset to drive agile delivery.