Technical Support Specialist

• Tech Support Specialist – SaaS & IT Helpdesk
• Full-Time | Remote | U.S. Business Hours

About the Role

At Pavago, one of our clients is hiring a proactive, customer-focused Tech Support Specialist to troubleshoot technical issues, resolve support tickets, and help customers and internal users stay productive.

This is a hands-on Level 1–2 support role covering SaaS applications, account access, basic system administration, hardware/software issues, and technical troubleshooting.

If you enjoy solving problems, communicating technical solutions clearly, and delivering a strong customer experience, this role is a great fit.

What You’ll Do

Technical Support & Troubleshooting

• Handle support requests through Zendesk, Freshdesk, Jira Service Management, ServiceNow , or similar tools
• Troubleshoot login, access, connectivity, browser, software, and SaaS application issues
• Resolve Level 1 and Level 2 technical support requests
• Guide users through solutions using clear, non-technical language
• Support Windows, macOS, and basic Linux environments

Ticket Management & Escalation

• Prioritize tickets based on urgency, SLA, and business impact
• Document troubleshooting steps, findings, and resolutions
• Escalate complex issues to Engineering, DevOps, or senior support teams
• Provide detailed reproduction steps and technical context when escalating

User & Access Management

• Support user provisioning and account setup
• Handle password resets and permissions
• Assist with employee onboarding and offboarding
• Troubleshoot access and authentication issues

Documentation & Knowledge Base

• Create and maintain FAQs, troubleshooting guides, and internal documentation
• Document recurring issues and proven solutions
• Help improve first-contact resolution and reduce repeat tickets

Product & Engineering Collaboration

• Report bugs and recurring technical issues
• Share customer feedback and feature requests
• Collaborate with Product, QA, Engineering, and DevOps
• Help identify patterns and opportunities to improve the support experience

What We’re Looking For

• 1–2+ years of experience in Technical Support, IT Helpdesk, SaaS Support, or customer-facing troubleshooting
• Experience with ticketing platforms such as Zendesk, Jira, ServiceNow, or Freshdesk
• Understanding of SaaS applications and basic networking concepts
• Familiarity with Windows and macOS environments
• Strong technical troubleshooting and problem-solving skills
• Excellent written and verbal English communication
• Strong documentation and attention to detail
• Comfortable managing multiple tickets and priorities
• Ability to work independently during U.S. business hours

Nice to Have

• CompTIA A+ or Network+ certification
• API or SaaS integration troubleshooting experience
• Familiarity with Datadog, Splunk, or New Relic
• Experience with cloud-based applications
• Previous SaaS or IT services experience

What Success Looks Like

• Fast first-response and resolution times
• 70–80%+ first-contact resolution
• 90%+ CSAT
• Accurate ticket documentation and escalation
• Reduced support backlog and recurring issues
• Up-to-date knowledge base and troubleshooting documentation
• Strong customer experience throughout every interaction

Why Join?

• Fully remote opportunity
• Hands-on exposure to modern SaaS and technical support environments
• Work closely with Product and Engineering teams
• Develop experience across support systems, monitoring, troubleshooting, and cloud platforms
• Career growth into Tier 2/3 Support, Systems Administration, DevOps, or Customer Success Engineering

Interview Process

• Application Review
• Spark Hire Intro Video
• Pavago Recruiter Interview
• Practical Troubleshooting Exercise
• Client Interview
• Offer & Onboarding

What Happens After You Apply

Qualified candidates will receive a Spark Hire invitation to complete a short Intro Video. This helps us evaluate your communication, technical support experience, and troubleshooting approach before moving to the interview stage.

Please check your inbox and spam/junk folder for the invitation.

Apply Now

If you have experience in SaaS or IT support , enjoy troubleshooting technical problems, and know how to communicate solutions clearly and professionally, we’d love to hear from you.

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