Support Analyst

Sequoia Connect LLC; Xico; Remote; MXN 1.292.000 - 2.030.000; Vollzeit

Zusammenfassung

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

Qualifikationen

• 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'.

Aufgaben

• 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.

Kenntnisse

Excel

Communication skills

AI tools/Agents

Finance concepts

Independent work

Agile delivery mindset

Tools

AI tools/Agents

Jobbeschreibung

At Sequoia Connect, we are a Talent-First Technology Ecosystem that redefines how elite professionals interact with the global digital landscape. We move beyond traditional models to act as a catalyst for the top 1% of global talent, connecting human potential with complex industrial execution. By joining our inner circle, you are not simply taking a position; you are aligning with a strategic partner dedicated to updating your "Human OS" and accelerating your growth through world-class, high-impact projects.

We are currently partnering with a rapidly growing, automation-led powerhouse that serves 31 Fortune 500 companies across the financial, healthcare, and manufacturing sectors. With a global workforce of over 32,000 employees and a presence in 28 countries, our client is a titan of digital transformation. Their "Automate Everything, Cloudify Everything" strategy ensures you will be working at the absolute forefront of AI-driven automation and cloud solutions.

This is your chance to thrive in a "Customer Success, First and Always" environment that prizes continuous learning and radical ownership. You will collaborate within an international network of expertise across 39 delivery centers worldwide, gaining exposure to complex engineering challenges that redefine industrial standards. If you are a driven professional looking for a dynamic, forward-thinking workplace where your growth is the priority, this is where you belong.

Support Analyst/Engineer:

The Challenge (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.

Your Profile (Requirements)

• 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 a focus on agile delivery.
• Technologist DNA: A deep understanding of the difference between "coding" and "engineering."

Desired

• Familiarity with cloud-native foundations or AI coding assistants.

Languages

• Advanced Oral English: For seamless collaboration with global teams.
• Advanced Spanish.

Special Notes

• None

Work Arrangement

We value flexibility to support your lifestyle. This position is available as:

• Remote

If you meet these qualifications and are pursuing new challenges,

Keywords: Excel, AI tools, AI Agents, SLAs, bug reports

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.