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:
• • Datad