Technical Support Specialist

* 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.