# Technical Support Specialist - (IT Support Specialist)

> Pavago · Honduras (Remote) · — · Posted 2026-05-04

**Workplace:** remote

## Description

### **Tech Support Specialist (IT Helpdesk, SaaS Support, Zendesk/Jira) – Remote | U.S. Hours**

**Position Type:** Full-Time, Remote  
**Working Hours:** U.S. Business Hours

### **About the Role**

We’re hiring a **Tech Support Specialist** to provide fast, clear, and effective technical support for customers and internal users.

This role is focused on resolving **Level 1 and Level 2 technical issues**, managing support tickets, documenting solutions, and escalating complex cases to engineering or higher-tier support teams.

If you’re a strong troubleshooter, clear communicator, and comfortable supporting **SaaS, software, hardware, or IT helpdesk issues**, this role is for you.

### **What You’ll Own**

### **Customer Support & Troubleshooting**

-   Respond to support tickets, calls, and chats through platforms like:

-   Zendesk
-   Freshdesk
-   Jira Service Desk
-   ServiceNow

-   Diagnose and resolve **Level 1 / Level 2 technical issues**
-   Support common issues such as:

-   Password resets
-   Connectivity problems
-   App errors
-   Access issues

-   Explain technical solutions in clear, simple language

### **Issue Escalation**

-   Escalate complex issues to Tier 2/3 support, DevOps, or engineering
-   Document troubleshooting steps before escalation
-   Ensure handoffs are clear, complete, and easy to act on

### **Basic System Administration**

-   Handle account provisioning and access permissions
-   Perform system resets and user access updates
-   Support onboarding and offboarding workflows

### **Documentation & Knowledge Base**

-   Create and update FAQs and support documentation
-   Document recurring issues and solutions
-   Improve resolution speed through better internal knowledge resources

### **Monitoring & Alerts**

-   Use monitoring tools such as Datadog, Splunk, New Relic, or similar
-   Identify issues proactively when possible
-   Report recurring problems and trends for root cause analysis

### **Collaboration**

-   Work with product, QA, and engineering teams
-   Share customer insights, bug reports, and feature feedback
-   Support continuous improvement in product and support processes

### **What Makes You a Strong Fit**

-   Clear, empathetic communicator
-   Strong problem-solving and troubleshooting skills
-   Calm and professional with frustrated users
-   Comfortable working across multiple systems
-   Detail-oriented with strong documentation habits
-   Able to manage tickets, priorities, and SLAs

### **Requirements**

-   1–2 years of experience in:

-   Technical support
-   IT helpdesk
-   Customer-facing troubleshooting

-   Experience with ticketing tools such as Zendesk, Jira, or ServiceNow
-   Familiarity with:

-   SaaS applications
-   Networking basics
-   Windows, macOS, or Linux

-   Strong written and verbal English communication
-   Comfortable working remote during U.S. business hours

### **Nice to Have**

-   CompTIA A+, Network+, or similar certification
-   Experience supporting APIs, integrations, or SaaS platforms
-   Exposure to monitoring tools such as Datadog, Splunk, or New Relic
-   Experience in SaaS, IT services, or hardware support

### **Tools & Tech**

-   Zendesk / Freshdesk / Jira Service Desk / ServiceNow
-   Datadog / Splunk / New Relic
-   Windows / macOS / Linux
-   SaaS applications and internal admin tools

### **What Success Looks Like**

-   Fast first response times within SLA
-   Reduced average resolution time
-   Strong first contact resolution rate
-   High customer satisfaction scores
-   Clear documentation and updated knowledge base articles
-   Smooth escalation and handoff process

### **Key Metrics (KPIs)**

-   First Response Time (FRT)
-   Average Resolution Time (ART)
-   First Contact Resolution (FCR) of 70–80%+
-   CSAT score of 90%+
-   Knowledge base updated with recurring solutions

### **Interview Process**

-   Initial Phone Screen
-   Video Interview with Pavago Recruiter
-   Practical Task: simulated support tickets or troubleshooting case
-   Client Interview with Support/Engineering Leadership
-   Offer & Background Verification

### **Apply Now**

If you’re a **Tech Support Specialist who can troubleshoot issues, communicate clearly, and keep customers confident**, we’d love to hear from you.

Apply now and help deliver fast, reliable technical support.

## Apply

[Apply at Pavago](https://apply.workable.com/pavago/j/86428B5E29/apply)

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