*This job posting originates from the Talenteca.com job board* ### **Job Opening at Headhunting, Iztacalco, Mexico City** We are seeking a **Technical Support Analyst** with Level 1 and Level 2 service experience and the following qualifications: Technical Profile * Minimum of 5 years’ experience as a support analyst * Experience working with Excel (use of advanced functions for complex analysis and calculations; creation of charts and pivot tables to effectively and visually present data; macro development) * Strong written and verbal communication skills in both English and Spanish * Familiarity with financial concepts and financial models * Experience using ticketing systems, such as ServiceNow * Ability to work independently and self-sufficiently * English proficiency: advanced conversational level required Additional (non-mandatory) qualifications * Experience working with databases (SQL Server) * Experience building financial models in Excel * Proficiency in Power BI and/or Tableau for handling large datasets and developing business solutions Typical responsibilities * Responsible for Level 1 analysis management * Assign issues, investigate them, identify root causes, and deliver clear, accurate error reports to the development team * Meet SLAs during incident classification from the helpdesk service * Create and maintain documentation—including instructional articles, troubleshooting guides, and user manuals—in the existing knowledge base * Communicate daily with the Development Team / IT Support Team / Product Team / QA Team * Successfully resolve problems, define issue boundaries, identify root causes, and develop creative solutions to effectively address customer concerns * Manage multiple tasks amid shifting priorities * Serve as the primary communication point between customers, the product management team, and other ecosystem stakeholders Employment offer * 100% remote employment * Collaboration with a multinational company * Full statutory benefits PSL: Major Medical Expense Insurance, Life Insurance, Grocery Vouchers, Monthly Recreation Bonus, access to hundreds of training courses and certifications. Opportunity for career growth and professional stability. * * Interested candidates should apply via this channel. Thank you for your interest. **Desired education level:** Bachelor’s degree or higher — completed **Desired experience level:** Expert level **Departmental function:** Technology / Internet **Industry:** Information Services **Skills:** * excel * support * sql *This job posting originates from the Talenteca.com job board:* *https://www.talenteca.com/anuncio?j_id=6945d9c43f00003f00552653&source=indeed*