Technical Support Specialist

Job Description

💻 Tech Support Specialist (SaaS, Helpdesk, IT Support & Troubleshooting)

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

🚀 About the Role

We’re hiring a proactive and customer-focused Tech Support Specialist to provide technical support and troubleshooting assistance across software, SaaS platforms, hardware, and internal systems.

This role is focused on:

✅ Technical troubleshooting

✅ Customer support

✅ Ticket resolution

✅ SaaS support operations

✅ System access & onboarding

✅ Knowledge base management

You’ll act as the frontline technical resource helping customers and internal users resolve issues quickly, professionally, and efficiently.

This is an ideal role for someone who enjoys problem-solving, communicating clearly with users, and working across multiple technical systems in fast-paced environments.

🔥 What You’ll Own

Technical Support & Troubleshooting

• Respond to support requests through:

  • Zendesk
  • Freshdesk
  • Jira Service Desk
  • ServiceNow

• Troubleshoot:

  • login issues
  • password resets
  • connectivity problems
  • SaaS application errors
  • browser/system issues

• Resolve Level 1 & Level 2 technical support requests

• Guide customers through troubleshooting steps using simple, non-technical language

• Ensure customers 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

• Help reduce duplicate troubleshooting efforts through clear documentation

Basic System Administration

• Support:

  • user provisioning
  • account setup
  • password resets
  • permissions management

• Assist with:

  • onboarding
  • offboarding
  • access management

• Support:

  • Windows
  • macOS
  • Linux environments

Knowledge Base & Documentation

• Create and maintain:

  • FAQs
  • troubleshooting guides
  • internal documentation

• Identify recurring issues and document solutions to improve support efficiency

• Help improve first-contact resolution rates through better documentation

Monitoring & Issue Detection

• Use tools such as:

  • Datadog
  • Splunk
  • New Relic

• Monitor alerts and identify recurring technical issues proactively

• Report trends and recurring incidents for root cause analysis and long-term fixes

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 workflows

💻 Required Experience & Skills

• 1–2 years of experience in:

  • Technical Support
  • IT Helpdesk
  • SaaS Support
  • Customer-Facing Troubleshooting

• Experience with:

  • Zendesk
  • Jira
  • ServiceNow
  • Freshdesk

• Familiarity with:

  • SaaS platforms
  • networking basics
  • operating systems

• Strong written and verbal English communication skills

• Comfortable multitasking across multiple systems and support queues

⭐ Ideal Experience

• 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

🧠 What Makes You a Great Fit

• Calm and professional under pressure
• Strong troubleshooting 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

📅 What a Typical Day Looks Like

• Review ticket queues and prioritize urgent issues
• Troubleshoot customer and internal technical problems
• Resolve SaaS and system-related support requests
• Escalate complex technical issues with detailed documentation
• Update FAQs and support documentation
• Collaborate with product and engineering teams on bugs and improvements
• Monitor ticket metrics and improve support workflows

In short:

You are the first line of technical defense — helping customers stay productive while ensuring support issues are resolved quickly and professionally.

📊 Key Success Metrics (KPIs)

• First Response Time (FRT) within SLA
• First Contact Resolution (FCR) ≥ 70–80%
• Reduced Average Resolution Time (ART)
• CSAT scores ≥ 90%
• Reduced backlog and recurring ticket volume
• Consistently updated documentation and knowledge base

🌍 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 engineering 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 role is a strong fit for you.