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.