Technical Support Specialist - (IT Support Specialist)
Tech Support Specialist (IT Helpdesk, SaaS Support, Zendesk/Jira) – Remote | U.S. Hours
Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours
About the Role
We’re hiring a Tech Support Specialist to provide fast, clear, and effective technical support for customers and internal users.
This role is focused on resolving Level 1 and Level 2 technical issues , managing support tickets, documenting solutions, and escalating complex cases to engineering or higher-tier support teams.
If you’re a strong troubleshooter, clear communicator, and comfortable supporting SaaS, software, hardware, or IT helpdesk issues , this role is for you.
What You’ll Own
Customer Support & Troubleshooting
- Respond to support tickets, calls, and chats through platforms like:
- Zendesk
- Freshdesk
- Jira Service Desk
- ServiceNow
- Diagnose and resolve Level 1 / Level 2 technical issues
- Support common issues such as:
- Password resets
- Connectivity problems
- App errors
- Access issues
- Explain technical solutions in clear, simple language
Issue Escalation
- Escalate complex issues to Tier 2/3 support, DevOps, or engineering
- Document troubleshooting steps before escalation
- Ensure handoffs are clear, complete, and easy to act on
Basic System Administration
- Handle account provisioning and access permissions
- Perform system resets and user access updates
- Support onboarding and offboarding workflows
Documentation & Knowledge Base
- Create and update FAQs and support documentation
- Document recurring issues and solutions
- Improve resolution speed through better internal knowledge resources
Monitoring & Alerts
- Use monitoring tools such as Datadog, Splunk, New Relic, or similar
- Identify issues proactively when possible
- Report recurring problems and trends for root cause analysis
Collaboration
- Work with product, QA, and engineering teams
- Share customer insights, bug reports, and feature feedback
- Support continuous improvement in product and support processes
What Makes You a Strong Fit
- Clear, empathetic communicator
- Strong problem-solving and troubleshooting skills
- Calm and professional with frustrated users
- Comfortable working across multiple systems
- Detail-oriented with strong documentation habits
- Able to manage tickets, priorities, and SLAs
Requirements
- 1–2 years of experience in:
- Technical support
- IT helpdesk
- Customer-facing troubleshooting
- Experience with ticketing tools such as Zendesk, Jira, or ServiceNow
- Familiarity with:
- SaaS applications
- Networking basics
- Windows, macOS, or Linux
- Strong written and verbal English communication
- Comfortable working remote during U.S. business hours
Nice to Have
- CompTIA A+, Network+, or similar certification
- Experience supporting APIs, integrations, or SaaS platforms
- Exposure to monitoring tools such as Datadog, Splunk, or New Relic
- Experience in SaaS, IT services, or hardware support
Tools & Tech
- Zendesk / Freshdesk / Jira Service Desk / ServiceNow
- Datadog / Splunk / New Relic
- Windows / macOS / Linux
- SaaS applications and internal admin tools
What Success Looks Like
- Fast first response times within SLA
- Reduced average resolution time
- Strong first contact resolution rate
- High customer satisfaction scores
- Clear documentation and updated knowledge base articles
- Smooth escalation and handoff process
Key Metrics (KPIs)
- First Response Time (FRT)
- Average Resolution Time (ART)
- First Contact Resolution (FCR) of 70–80%+
- CSAT score of 90%+
- Knowledge base updated with recurring solutions
Interview Process
- Initial Phone Screen
- Video Interview with Pavago Recruiter
- Practical Task: simulated support tickets or troubleshooting case
- Client Interview with Support/Engineering Leadership
- Offer & Background Verification
Apply Now
If you’re a Tech Support Specialist who can troubleshoot issues, communic