# Technical Support Specialist

> Pavago · Pakistan (Remote) · — · Posted 2026-08-12

**Workplace:** remote

## Description

### **Tech Support Specialist – SaaS & IT Helpdesk**

**Full-Time | Remote | U.S. Business Hours**

### **About the Role**

At Pavago, one of our clients is hiring a proactive, customer-focused **Tech Support Specialist** to troubleshoot technical issues, resolve support tickets, and help customers and internal users stay productive.

This is a hands-on **Level 1–2 support role** covering SaaS applications, account access, basic system administration, hardware/software issues, and technical troubleshooting.

If you enjoy solving problems, communicating technical solutions clearly, and delivering a strong customer experience, this role is a great fit.

### **What You’ll Do**

### **Technical Support & Troubleshooting**

-   Handle support requests through **Zendesk, Freshdesk, Jira Service Management, ServiceNow**, or similar tools
-   Troubleshoot login, access, connectivity, browser, software, and SaaS application issues
-   Resolve Level 1 and Level 2 technical support requests
-   Guide users through solutions using clear, non-technical language
-   Support Windows, macOS, and basic Linux environments

### **Ticket Management & Escalation**

-   Prioritize tickets based on urgency, SLA, and business impact
-   Document troubleshooting steps, findings, and resolutions
-   Escalate complex issues to Engineering, DevOps, or senior support teams
-   Provide detailed reproduction steps and technical context when escalating

### **User & Access Management**

-   Support user provisioning and account setup
-   Handle password resets and permissions
-   Assist with employee onboarding and offboarding
-   Troubleshoot access and authentication issues

### **Documentation & Knowledge Base**

-   Create and maintain FAQs, troubleshooting guides, and internal documentation
-   Document recurring issues and proven solutions
-   Help improve first-contact resolution and reduce repeat tickets

### **Product & Engineering Collaboration**

-   Report bugs and recurring technical issues
-   Share customer feedback and feature requests
-   Collaborate with **Product, QA, Engineering, and DevOps**
-   Help identify patterns and opportunities to improve the support experience

### **What We’re Looking For**

-   **1–2+ years** of experience in Technical Support, IT Helpdesk, SaaS Support, or customer-facing troubleshooting
-   Experience with ticketing platforms such as **Zendesk, Jira, ServiceNow, or Freshdesk**
-   Understanding of SaaS applications and basic networking concepts
-   Familiarity with Windows and macOS environments
-   Strong technical troubleshooting and problem-solving skills
-   Excellent written and verbal English communication
-   Strong documentation and attention to detail
-   Comfortable managing multiple tickets and priorities
-   Ability to work independently during U.S. business hours

### **Nice to Have**

-   CompTIA A+ or Network+ certification
-   API or SaaS integration troubleshooting experience
-   Familiarity with **Datadog, Splunk, or New Relic**
-   Experience with cloud-based applications
-   Previous SaaS or IT services experience

### **What Success Looks Like**

-   Fast first-response and resolution times
-   **70–80%+ first-contact resolution**
-   **90%+ CSAT**
-   Accurate ticket documentation and escalation
-   Reduced support backlog and recurring issues
-   Up-to-date knowledge base and troubleshooting documentation
-   Strong customer experience throughout every interaction

### **Why Join?**

-   Fully remote opportunity
-   Hands-on exposure to modern SaaS and technical support environments
-   Work closely with Product and Engineering teams
-   Develop experience across support systems, monitoring, troubleshooting, and cloud platforms
-   Career growth into **Tier 2/3 Support, Systems Administration, DevOps, or Customer Success Engineering**

### **Interview Process**

1.  Application Review
2.  **Spark Hire Intro Video**
3.  Pavago Recruiter Interview
4.  Practical Troubleshooting Exercise
5.  Client Interview
6.  Offer & Onboarding

### **What Happens After You Apply**

Qualified candidates will receive a **Spark Hire invitation** to complete a short Intro Video. This helps us evaluate your communication, technical support experience, and troubleshooting approach before moving to the interview stage.

Please check your inbox and spam/junk folder for the invitation.

### **Apply Now**

If you have experience in **SaaS or IT support**, enjoy troubleshooting technical problems, and know how to communicate solutions clearly and professionally, we’d love to hear from you.

**#TechSupport #TechnicalSupport #ITSupport #Helpdesk #SaaSSupport #CustomerSupport #Zendesk #ServiceNow #Jira #RemoteITJobs #RemoteJobs #Pavago**

## Apply

[Apply at Pavago](https://apply.workable.com/pavago/j/DE4ACB0E35/apply)

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