Technical Support Specialist

💻 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.

🔥 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
• 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

👉

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.