Description
Tech Support Specialist (SaaS, Helpdesk, IT Support & Troubleshooting) – RemotePosition Type: Full-Time, Remote Working Hours: U.S. Business HoursAbout the RoleAt 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 troubleshootingTicket resolutionSaaS support operationsUser onboarding & access managementKnowledge base documentationCustomer support and issue escalationYou’ll act as the frontline technical resource helping customers and internal users resolve issues quickly, professionally, and efficiently.If you enjoy:solving technical problemstroubleshooting systemshelping users navigate software issuesworking in fast-paced support environmentsthis role is a strong fit.What You’ll OwnTechnical Support & TroubleshootingRespond to technical support requests through platforms such as:ZendeskFreshdeskJira Service DeskServiceNowTroubleshoot:login issuespassword resetsconnectivity problemsSaaS platform errorsbrowser and system-related issuesResolve Level 1 & Level 2 support requestsGuide customers through troubleshooting steps using simple, non-technical languageEnsure users feel informed and supported throughout the resolution processTicket Management & EscalationPrioritize incoming tickets based on:urgencySLA requirementsbusiness impactEscalate complex issues to:Tier 2/3 SupportDevOpsEngineering teamsDocument:troubleshooting stepsfindingsreproduction detailsescalation notesMaintain clean and accurate support documentationBasic System AdministrationSupport:user provisioningaccount setuppassword resetspermissions managementAssist with:onboardingoffboardingaccess control workflowsSupport:WindowsmacOSLinux environmentsKnowledge Base & DocumentationCreate and maintain:FAQstroubleshooting guidesinternal support documentationIdentify recurring issues and document solutionsImprove first-contact resolution rates through stronger documentation and workflowsMonitoring & Issue DetectionUse monitoring tools such as:DatadogSplunkNew RelicMonitor alerts and identify recurring technical issues proactivelyReport trends and recurring incidents for long-term resolution and process improvementCross-Functional CollaborationWork closely with:QAProductEngineeringDevOps teamsReport:bugsfeature requestscustomer pain pointsShare customer feedback to improve product functionality and support operationsWhat Makes You a Strong FitCalm and professional under pressureStrong troubleshooting and problem-solving mindsetExcellent communicator with empathy and patienceDetail-oriented with strong documentation habitsComfortable working independently in remote support environmentsFocused on both technical resolution and customer experienceRequirements (Must-Have)Experience1–2+ years of experience in:Technical SupportIT HelpdeskSaaS SupportCustomer-Facing TroubleshootingTechnical SkillsExperience with:ZendeskJiraServiceNowFreshdeskFamiliarity with:SaaS platformsnetworking basicsoperating systemsComfortable managing multiple systems and support queues simultaneouslyCommunication SkillsStrong written and verbal English communicationAbility to explain technical issues clearly to non-technical usersStrong multitasking and organizational skillsNice to HaveCompTIA A+ or Network+ certificationsExperience supporting:APIsSaaS integrationscloud-based platformsFamiliarity with:DatadogSplunkNew RelicBackground in:SaaSIT servicestechnical customer supportTools & PlatformsZendeskJira Service DeskServiceNowFreshdeskDatadogSplunkNew RelicSaaS & cloud-based platformsWhat a Typical Day Looks LikeReview support queues and prioritize urgent ticketsTroubleshoot SaaS and technical support requestsResolve customer and internal system issuesEscalate complex problems with detailed documentationUpdate FAQs and support documentationCollaborate with engineering and product teams on bugs and improvementsMonitor support metrics and identify recurring issuesIn 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 SLAFirst Contact Resolution (FCR) rateReduced Average Resolution Time (ART)Customer Satisfaction (CSAT) scoresReduced recurring ticket volumeConsistently updated documentation and knowledge base qualityWhy This Role Stands OutExposure to modern SaaS and support environmentsOpportunity to work with:support systemsmonitoring toolscloud platformstechnical troubleshooting workflowsStrong growth path into:Tier 2 SupportSystems AdministrationDevOpsCustomer Success EngineeringRemote flexibility with collaborative technical teamsOpportunity to improve systems, documentation, and support operationsInterview ProcessInitial Phone ScreenVideo Interview with Pavago RecruiterPractical Troubleshooting ExerciseClient Interview with Support / Engineering LeadershipOffer & Background VerificationApply NowIf you:enjoy solving technical problemsthrive in customer-facing support environmentscommunicate clearly under pressurewant hands-on experience with SaaS and technical systemsthis is a strong opportunity to grow within technical support and modern SaaS operations.