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.