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.
