Support Analyst

Sequoia Connect

. 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

Posted 10/5/2026full-timeRemote • MexicoMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Level 1 analysis, incident triaging, and root cause investigation while effectively communicating with cross-functional teams. Proficient in creating knowledge base documentation and managing multiple tasks in a dynamic environment.

Highest-signal resume keywords

Level 1 AnalysisIncident TriagingRoot Cause InvestigationKnowledge Base DocumentationAdvanced English

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ExcelAI ToolsFinancial ConceptsFinancial ModelsTroubleshooting

Soft Skills

Strong CommunicationEmotional IntelligenceResilienceSelf-SufficiencyAgile Delivery

Tools & Technologies

Cloud-Native FoundationsAI Coding Assistants

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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, including how-to articles, troubleshooting guides, and user guides
Communicate daily with Development, IT Support, Product, and QA teams
Troubleshoot issues, identify root causes, and implement solutions for customer concerns
Manage multiple tasks with changing priorities
Serve as a point of contact for clients, product management, and other internal parties

Requirements

What you’ll need

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
Resilience, emotional intelligence, and focus on agile delivery
Deep understanding of the difference between coding and engineering
Familiarity with cloud-native foundations or AI coding assistants (desired)
Advanced oral English
Advanced Spanish

Benefits

Comp & perks

Flexible work arrangement with remote work option
Continuous learning and growth opportunities
Exposure to high-impact projects and complex engineering challenges
Collaboration with global teams across 39 delivery centers worldwide