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.