# Technical Support Specialist

> Pavago · United States (Remote) · — · Posted 2026-05-21

**Workplace:** remote

## Description

### **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.

## Apply

[Apply at Pavago](https://apply.workable.com/pavago/j/4579A07AAB/apply)

---
Powered by [Workable](https://www.workable.com)