Technical Support Specialist - (IT Support Specialist)

If you’re a strong troubleshooter, clear communicator, and comfortable supporting SaaS, software, hardware, or IT helpdesk issues, this role is for you.

What You’ll Own

Customer Support & Troubleshooting

* Respond to support tickets, calls, and chats through platforms like:
* Zendesk
* Freshdesk
* Jira Service Desk
* ServiceNow

* Diagnose and resolve Level 1 / Level 2 technical issues
* Support common issues such as:
* Password resets
* Connectivity problems
* App errors
* Access issues

* Explain technical solutions in clear, simple language

Issue Escalation

* Escalate complex issues to Tier 2/3 support, DevOps, or engineering
* Document troubleshooting steps before escalation
* Ensure handoffs are clear, complete, and easy to act on

Basic System Administration

* Handle account provisioning and access permissions
* Perform system resets and user access updates
* Support onboarding and offboarding workflows

Documentation & Knowledge Base

* Create and update FAQs and support documentation
* Document recurring issues and solutions
* Improve resolution speed through better internal knowledge resources

Monitoring & Alerts

* Use monitoring tools such as Datadog, Splunk, New Relic, or similar
* Identify issues proactively when possible
* Report recurring problems and trends for root cause analysis

Collaboration

* Work with product, QA, and engineering teams
* Share customer insights, bug reports, and feature feedback
* Support continuous improvement in product and support processes

What Makes You a Strong Fit

* Clear, empathetic communicator
* Strong problem-solving and troubleshooting skills
* Calm and professional with frustrated users
* Comfortable working across multiple systems
* Detail-oriented with strong documentation habits
* Able to manage tickets, priorities, and SLAs

Requirements

* 1–2 years of experience in:
* Technical support
* IT helpdesk
* Customer-facing troubleshooting

* Experience with ticketing tools such as Zendesk, Jira, or ServiceNow
* Familiarity with:
* SaaS applications
* Networking basics
* Windows, macOS, or Linux

* Strong written and verbal English communication
* Comfortable working remote during U.S. business hours

Nice to Have

* CompTIA A+, Network+, or similar certification
* Experience supporting APIs, integrations, or SaaS platforms
* Exposure to monitoring tools such as Datadog, Splunk, or New Relic
* Experience in SaaS, IT services, or hardware support

Tools & Tech

* Zendesk / Freshdesk / Jira Service Desk / ServiceNow
* Datadog / Splunk / New Relic
* Windows / macOS / Linux
* SaaS applications and internal admin tools

What Success Looks Like

* Fast first response times within SLA
* Reduced average resolution time
* Strong first contact resolution rate
* High customer satisfaction scores
* Clear documentation and updated knowledge base articles
* Smooth escalation and handoff process

Key Metrics (KPIs)

* First Response Time (FRT)
* Average Resolution Time (ART)
* First Contact Resolution (FCR) of 70–80%+
* CSAT score of 90%+
* Knowledge base updated with recurring solutions

Interview Process

* Initial Phone Screen
* Video Interview with Pavago Recruiter
* Practical Task: simulated support tickets or troubleshooting case
* Client Interview with Support/Engineering Leadership
* Offer & Background Verification

Apply Now

If you’re a Tech Support Specialist who can troubleshoot issues, communicate clearly, and keep customers confident, we’d love to hear from you.

Apply now and help deliver fast, reliable technical support.