Technical Support Specialist
About The Position
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.
Requirements
- 1–2+ years of experience in: Technical Support IT Helpdesk SaaS Support Customer-Facing Troubleshooting
- Experience with: Zendesk Jira ServiceNow Freshdesk
- Familiarity with: SaaS platforms networking basics 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
Nice To Haves
- 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
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 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 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
- Support: user provisioning account setup password resets permissions management
- Assist with: onboarding offboarding access control workflows
- Support: Windows macOS Linux environments
- 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
- 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 DevOps teams
- Report: bugs feature requests customer pain points
- Share customer feedback to improve product functionality and support operations
- 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
Benefits
- Remote flexibility with collaborative technical teams
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
