Technical Support Specialist

Tech Support Specialist – SaaS & IT Helpdesk
Full-Time | Remote | U.S. Business Hours
About the Role

At Pavago , one of our clients is hiring a proactive, customer-focused Tech Support Specialist to troubleshoot technical issues, resolve support tickets, and help customers and internal users stay productive.

This is a hands-on Level 1–2 support role covering SaaS applications, account access, basic system administration, hardware/software issues, and technical troubleshooting.

If you enjoy solving problems, communicating technical solutions clearly, and delivering a strong customer experience, this role is a great fit.
What You’ll Do
Technical Support & Troubleshooting

- Handle support requests through Zendesk, Freshdesk, Jira Service Management, ServiceNow , or similar tools

- Troubleshoot login, access, connectivity, browser, software, and SaaS application issues

- Resolve Level 1 and Level 2 technical support requests

- Guide users through solutions using clear, non-technical language

- Support Windows, macOS, and basic Linux environments

Ticket Management & Escalation

- Prioritize tickets based on urgency, SLA, and business impact

- Document troubleshooting steps, findings, and resolutions

- Escalate complex issues to Engineering, DevOps, or senior support teams

- Provide detailed reproduction steps and technical context when escalating

User & Access Management

- Support user provisioning and account setup

- Handle password resets and permissions

- Assist with employee onboarding and offboarding

- Troubleshoot access and authentication issues

Documentation & Knowledge Base

- Create and maintain FAQs, troubleshooting guides, and internal documentation

- Document recurring issues and proven solutions

- Help improve first-contact resolution and reduce repeat tickets

Product & Engineering Collaboration

- Report bugs and recurring technical issues

- Share customer feedback and feature requests

- Collaborate with Product, QA, Engineering, and DevOps

- Help identify patterns and opportunities to improve the support experience

What We’re Looking For

-
1–2+ years of experience in Technical Support, IT Helpdesk, SaaS Support, or customer-facing troubleshooting

- Experience with ticketing platforms such as Zendesk, Jira, ServiceNow, or Freshdesk

- Understanding of SaaS applications and basic networking concepts

- Familiarity with Windows and macOS environments

- Strong technical troubleshooting and problem-solving skills

- Excellent written and verbal English communication

- Strong documentation and attention to detail

- Comfortable managing multiple tickets and priorities

- Ability to work independently during U.S. business hours

Nice to Have

- CompTIA A+ or Network+ certification

- API or SaaS integration troubleshooting experience

- Familiarity with Datadog, Splunk, or New Relic

- Experience with cloud-based applications

- Previous SaaS or IT services experience

What Success Looks Like

- Fast first-response and resolution times

- 70–80%+ first-contact resolution

- 90%+ CSAT

- Accurate ticket documentation and escalation

- Reduced support backlog and recurring issues

- Up-to-date knowledge base and troubleshooting documentation

- Strong customer experience throughout every interaction

Why Join?

- Fully remote opportunity

- Hands-on exposure to modern SaaS and technical support environments

- Work closely with Product and Engineering teams

- Develop experience across support systems, monitoring, troubleshooting, and cloud platforms

- Career growth into Tier 2/3 Support, Systems Administration, DevOps, or Customer Success Engineering

Interview Process

- Application Review

- Spark Hire Intro Video

-
Pavago Recruiter Interview

- Practical Troubleshooting Exercise

- Client Interview

- Offer & Onboarding

What Happens After You Apply

Qualified candidates will receive a Spark Hire invitation to complete a short Intro Video. This helps u