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

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