Job 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.