Technical Support Specialist

Tech Support Specialist (SaaS, Helpdesk, IT Support & Troubleshooting) – Remote

Position Type: Full-Time, Remote

Working Hours

U.S. Business Hours

About the Role

At Pavago, one of our clients is hiring a Tech Support Specialist to provide technical troubleshooting and support across SaaS platforms, internal systems, hardware, and customer-facing applications.

This is a hands-on support role focused on

• Technical troubleshooting
• Ticket resolution
• SaaS support operations
• User onboarding & access management
• Knowledge base documentation
• Customer support and issue escalation

You’ll act as the frontline technical resource helping customers and internal users resolve issues quickly, professionally, and efficiently.

If you enjoy

• solving technical problems
• troubleshooting systems
• helping users navigate software issues
• working in fast-paced support environments

this role is a strong fit.

What You’ll Own

Technical Support & Troubleshooting* Respond to technical support requests through platforms such as: * + Zendesk + Freshdesk + Jira Service Desk + ServiceNow * Troubleshoot: * + login issues + password resets + connectivity problems + SaaS platform errors + browser and system-related issues * Resolve Level 1 & Level 2 support requests * Guide customers through troubleshooting steps using simple, non-technical language * Ensure users feel informed and supported throughout the resolution process

Ticket Management & Escalation

* Prioritize incoming tickets based on: * + urgency + SLA requirements + business impact * Escalate complex issues to: * + Tier 2/3 Support + DevOps + Engineering teams * Document: * + troubleshooting steps + findings + reproduction details + escalation notes * Maintain clean and accurate support documentation

Basic System Administration

* Support: * + user provisioning + account setup + password resets + permissions management * Assist with: * + onboarding + offboarding + access control workflows * Support: * + Windows + macOS + Linux environments

Knowledge Base & Documentation

* Create and maintain: * + FAQs + troubleshooting guides + internal support documentation * Identify recurring issues and document solutions * Improve first-contact resolution rates through stronger documentation and workflows

Monitoring & Issue Detection

* Use monitoring tools such as: * + Datadog + Splunk + New Relic * Monitor alerts and identify recurring technical issues proactively * Report trends and recurring incidents for long-term resolution and process improvement

Cross-Functional Collaboration

* Work closely with: * + QA + Product + Engineering + DevOps teams * Report: * + bugs + feature requests + customer pain points * Share customer feedback to improve product functionality and support operations

What Makes You a Strong Fit

* Calm and professional under pressure * Strong troubleshooting and problem-solving mindset * Excellent communicator with empathy and patience * Detail-oriented with strong documentation habits * Comfortable working independently in remote support environments * Focused on both technical resolution and customer experience

Requirements (Must-Have)

Experience* 1–2+ years of experience in: * + Technical Support + IT Helpdesk + SaaS Support + Customer-Facing Troubleshooting

Technical Skills

* Experience with: * + Zendesk + Jira + ServiceNow + Freshdesk * Familiarity with: * + SaaS platforms + networking basics + operating systems * Comfortable managing multiple systems and support queues simultaneously

Communication Skills

* Strong written and verbal English communication * Ability to explain technical issues clearly to non-technical users * Strong multitasking and organizational skills

Nice to Have

* CompTIA A+ or Network+ certifications * Experience supporting: * + APIs + SaaS integrations + cloud-based platforms * Familiarity with: * + Datadog + Splunk + New Relic * Background in: * + SaaS + IT services + technical customer support

Tools & Platforms

* Zendesk * Jira Service Desk * ServiceNow * Freshdesk * Datadog * Splunk * New Relic * SaaS & cloud-based platforms

What a Typical Day Looks Like

* Review support queues and prioritize urgent tickets * Troubleshoot SaaS and technical support requests * Resolve customer and internal system issues * Escalate complex problems with detailed documentation * Update FAQs and support documentation * Collaborate with engineering and product teams on bugs and improvements * Monitor support metrics and identify recurring issues

In short

You are the first line of technical support — helping users stay productive while ensuring issues are resolved quickly, clearly, and professionally.

Key Metrics for Success (KPIs)

* First Response Time (FRT) within SLA * First Contact Resolution (FCR) rate * Reduced Average Resolution Time (ART) * Customer Satisfaction (CSAT) scores * Reduced recurring ticket volume * Consistently updated documentation and knowledge base quality

Why This Role Stands Out

* Exposure to modern SaaS and support environments * Opportunity to work with: * + support systems + monitoring tools + cloud platforms + technical troubleshooting workflows * Strong growth path into: * + Tier 2 Support + Systems Administration + DevOps + Customer Success Engineering * Remote flexibility with collaborative technical teams * Opportunity to improve systems, documentation, and support operations

Interview Process

* Initial Phone Screen * Video Interview with Pavago Recruiter * Practical Troubleshooting Exercise * Client Interview with Support / Engineering Leadership * Offer & Background Verification

Apply Now

If you:

• enjoy solving technical problems
• thrive in customer-facing support environments
• communicate clearly under pressure
• want hands-on experience with SaaS and technical systems

this is a strong opportunity to grow within technical support and modern SaaS operations.