Technical Support Specialist
About The Position
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, and 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, and working in fast-paced support environments, this role is a strong fit.
Requirements
- 1–2+ years of experience in Technical Support, IT Helpdesk, SaaS Support, or Customer-Facing Troubleshooting.
- Experience with Zendesk, Jira, ServiceNow, Freshdesk.
- Familiarity with SaaS platforms, networking basics, and operating systems.
- Comfortable managing multiple systems and support queues simultaneously.
- Strong written and verbal English communication.
- Ability to explain technical issues clearly to non-technical users.
- Strong multitasking and organizational skills.
- 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.
Nice To Haves
- CompTIA A+ or Network+ certifications.
- Experience supporting APIs, SaaS integrations, and cloud-based platforms.
- Familiarity with Datadog, Splunk, New Relic.
- Background in SaaS, IT services, or technical customer support.
Responsibilities
- 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, and 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.
- Prioritize incoming tickets based on urgency, SLA requirements, and business impact.
- Escalate complex issues to Tier 2/3 Support, DevOps, and Engineering teams.
- Document troubleshooting steps, findings, reproduction details, and escalation notes.
- Maintain clean and accurate support documentation.
- Support user provisioning, account setup, password resets, and permissions management.
- Assist with onboarding, offboarding, and access control workflows.
- Support Windows, macOS, and Linux environments.
- Create and maintain FAQs, troubleshooting guides, and internal support documentation.
- Identify recurring issues and document solutions.
- Improve first-contact resolution rates through stronger documentation and workflows.
- 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.
- Work closely with QA, Product, Engineering, and DevOps teams.
- Report bugs, feature requests, and customer pain points.
- Share customer feedback to improve product functionality and support operations.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
