Tech Support Specialist (SaaS, Helpdesk, IT Support & Troubleshooting) – RemotePosition Type: Full-Time, Remote Working Hours: U.S. Business HoursAbout the RoleAt 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 troubleshootingTicket resolutionSaaS support operationsUser onboarding & access managementKnowledge base documentationCustomer support and issue escalationYou’ll act as the frontline technical resource helping customers and internal users resolve issues quickly, professionally, and efficiently.If you enjoy:solving technical problemstroubleshooting systemshelping users navigate software issuesworking in fast-paced support environmentsthis role is a strong fit.What You’ll OwnTechnical Support & TroubleshootingRespond to technical support requests through platforms such as:ZendeskFreshdeskJira Service DeskServiceNowTroubleshoot:login issuespassword resetsconnectivity problemsSaaS platform errorsbrowser and system-related issuesResolve Level 1 & Level 2 support requestsGuide customers through troubleshooting steps using simple, non-technical languageEnsure users feel informed and supported throughout the resolution processTicket Management & EscalationPrioritize incoming tickets based on:urgencySLA requirementsbusiness impactEscalate complex issues to:Tier 2/3 SupportDevOpsEngineering teamsDocument:troubleshooting stepsfindingsreproduction detailsescalation notesMaintain clean and accurate support documentationBasic System AdministrationSupport:user provisioningaccount setuppassword resetspermissions managementAssist with:onboardingoffboardingaccess control workflowsSupport:WindowsmacOSLinux environmentsKnowledge Base & DocumentationCreate and maintain:FAQstroubleshooting guidesinternal support documentationIdentify recurring issues and document solutionsImprove first-contact resolution rates through stronger documentation and workflowsMonitoring & Issue DetectionUse monitoring tools such as:DatadogSplunkNew RelicMonitor alerts and identify recurring technical issues proactivelyReport trends and recurring incidents for long-term resolution and process improvementCross-Functional CollaborationWork closely with:QAProductEngineeringDevOps teamsReport:bugsfeature requestscustomer pain pointsShare customer feedback to improve product functionality and support operationsWhat Makes You a Strong FitCalm and professional under pressureStrong troubleshooting and problem-solving mindsetExcellent communicator with empathy and patienceDetail-oriented with strong documentation habitsComfortable working independently in remote support environmentsFocused on both technical resolution and customer experienceRequirements (Must-Have)Experience1–2+ years of experience in:Technical SupportIT HelpdeskSaaS SupportCustomer-Facing TroubleshootingTechnical SkillsExperience with:ZendeskJiraServiceNowFreshdeskFamiliarity with:SaaS platformsnetworking basicsoperating systemsComfortable managing multiple systems and support queues simultaneouslyCommunication SkillsStrong written and verbal English communicationAbility to explain technical issues clearly to non-technical usersStrong multitasking and organizational skillsNice to HaveCompTIA A+ or Network+ certificationsExperience supporting:APIsSaaS integrationscloud-based platformsFamiliarity with:DatadogSplunkNew RelicBackground in:SaaSIT servicestechnical customer supportTools & PlatformsZendeskJira Service DeskServiceNowFreshdeskDatadogSplunkNew RelicSaaS & cloud-based platformsWhat a Typical Day Looks LikeReview support queues and prioritize urgent ticketsTroubleshoot SaaS and technical support requestsResolve customer and internal system issuesEscalate complex problems with detailed documentationUpdate FAQs and support documentationCollaborate with engineering and product teams on bugs and improvementsMonitor support metrics and identify recurring issuesIn 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 SLAFirst Contact Resolution (FCR) rateReduced Average Resolution Time (ART)Customer Satisfaction (CSAT) scoresReduced recurring ticket volumeConsistently updated documentation and knowledge base qualityWhy This Role Stands OutExposure to modern SaaS and support environmentsOpportunity to work with:support systemsmonitoring toolscloud platformstechnical troubleshooting workflowsStrong growth path into:Tier 2 SupportSystems AdministrationDevOpsCustomer Success EngineeringRemote flexibility with collaborative technical teamsOpportunity to improve systems, documentation, and support operationsInterview ProcessInitial Phone ScreenVideo Interview with Pavago RecruiterPractical Troubleshooting ExerciseClient Interview with Support / Engineering LeadershipOffer & Background VerificationApply NowIf you:enjoy solving technical problemsthrive in customer-facing support environmentscommunicate clearly under pressurewant hands-on experience with SaaS and technical systemsthis is a strong opportunity to grow within technical support and modern SaaS operations.
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:
- 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:
- 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.
Pavago - Connecting You to Global Remote Opportunities 🌍At Pavago, we redefine the boundaries of talent recruitment. Dive into a world where your geographical location doesn't restrict your career aspirations. As a distinguished international recruitment agency, we specialize in connecting remote talents with companies eager to tap into global expertise.🌟 Why Consider Opportunities Through Pavago?Competitive Pay: Command the salary you deserve, regardless of where you reside.Broad Horizons: Unlock a wide array of remote positions spanning diverse industries and regions.Skill Enrichment: Work alongside international teams, contribute your unique insights, and amplify your career trajectory.Whether you're a seasoned professional hunting for a novel global venture or a budding talent keen on leaving an international imprint, Pavago is your conduit to businesses that appreciate and seek out worldwide perspectives.Embrace a realm where opportunities transcend borders. Together, let's pioneer the next era of remote work. 🚀Explore global opportunities with us today!"
Pavago - Connecting You to Global Remote Opportunities 🌍
At Pavago, we redefine the boundaries of talent recruitment. Dive into a world where your geographical location doesn't restrict your career aspirations. As a distinguished international recruitment agency, we specialize in connecting remote talents with companies eager to tap into global expertise.
🌟 Why Consider Opportunities Through Pavago?
Competitive Pay: Command the salary you deserve, regardless of where you reside.
Broad Horizons: Unlock a wide array of remote positions spanning diverse industries and regions.
Skill Enrichment: Work alongside international teams, contribute your unique insights, and amplify your career trajectory.
Whether you're a seasoned professional hunting for a novel global venture or a budding talent keen on leaving an international imprint, Pavago is your conduit to businesses that appreciate and seek out worldwide perspectives.
Embrace a realm where opportunities transcend borders. Together, let's pioneer the next era of remote work. 🚀
Explore global opportunities with us today!"
