Tech Support Specialist – SaaS & IT HelpdeskFull-Time | Remote | U.S. Business HoursAbout the RoleAt 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 DoTechnical Support & TroubleshootingHandle support requests through Zendesk, Freshdesk, Jira Service Management, ServiceNow, or similar toolsTroubleshoot login, access, connectivity, browser, software, and SaaS application issuesResolve Level 1 and Level 2 technical support requestsGuide users through solutions using clear, non-technical languageSupport Windows, macOS, and basic Linux environmentsTicket Management & EscalationPrioritize tickets based on urgency, SLA, and business impactDocument troubleshooting steps, findings, and resolutionsEscalate complex issues to Engineering, DevOps, or senior support teamsProvide detailed reproduction steps and technical context when escalatingUser & Access ManagementSupport user provisioning and account setupHandle password resets and permissionsAssist with employee onboarding and offboardingTroubleshoot access and authentication issuesDocumentation & Knowledge BaseCreate and maintain FAQs, troubleshooting guides, and internal documentationDocument recurring issues and proven solutionsHelp improve first-contact resolution and reduce repeat ticketsProduct & Engineering CollaborationReport bugs and recurring technical issuesShare customer feedback and feature requestsCollaborate with Product, QA, Engineering, and DevOpsHelp identify patterns and opportunities to improve the support experienceWhat We’re Looking For1–2+ years of experience in Technical Support, IT Helpdesk, SaaS Support, or customer-facing troubleshootingExperience with ticketing platforms such as Zendesk, Jira, ServiceNow, or FreshdeskUnderstanding of SaaS applications and basic networking conceptsFamiliarity with Windows and macOS environmentsStrong technical troubleshooting and problem-solving skillsExcellent written and verbal English communicationStrong documentation and attention to detailComfortable managing multiple tickets and prioritiesAbility to work independently during U.S. business hoursNice to HaveCompTIA A+ or Network+ certificationAPI or SaaS integration troubleshooting experienceFamiliarity with Datadog, Splunk, or New RelicExperience with cloud-based applicationsPrevious SaaS or IT services experienceWhat Success Looks LikeFast first-response and resolution times70–80%+ first-contact resolution90%+ CSATAccurate ticket documentation and escalationReduced support backlog and recurring issuesUp-to-date knowledge base and troubleshooting documentationStrong customer experience throughout every interactionWhy Join?Fully remote opportunityHands-on exposure to modern SaaS and technical support environmentsWork closely with Product and Engineering teamsDevelop experience across support systems, monitoring, troubleshooting, and cloud platformsCareer growth into Tier 2/3 Support, Systems Administration, DevOps, or Customer Success EngineeringInterview ProcessApplication ReviewSpark Hire Intro VideoPavago Recruiter InterviewPractical Troubleshooting ExerciseClient InterviewOffer & OnboardingWhat Happens After You ApplyQualified 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 NowIf 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.#TechSupport #TechnicalSupport #ITSupport #Helpdesk #SaaSSupport #CustomerSupport #Zendesk #ServiceNow #Jira #RemoteITJobs #RemoteJobs #Pavago
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.
#TechSupport #TechnicalSupport #ITSupport #Helpdesk #SaaSSupport #CustomerSupport #Zendesk #ServiceNow #Jira #RemoteITJobs #RemoteJobs #Pavago
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!"
