Tech Support Specialist (IT Helpdesk, SaaS Support, Zendesk/Jira) – Remote | U.S. HoursPosition Type: Full-Time, Remote Working Hours: U.S. Business HoursAbout the RoleWe’re hiring a Tech Support Specialist to provide fast, clear, and effective technical support for customers and internal users.This role is focused on resolving Level 1 and Level 2 technical issues, managing support tickets, documenting solutions, and escalating complex cases to engineering or higher-tier support teams.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 OwnCustomer Support & TroubleshootingRespond to support tickets, calls, and chats through platforms like:ZendeskFreshdeskJira Service DeskServiceNowDiagnose and resolve Level 1 / Level 2 technical issuesSupport common issues such as:Password resetsConnectivity problemsApp errorsAccess issuesExplain technical solutions in clear, simple languageIssue EscalationEscalate complex issues to Tier 2/3 support, DevOps, or engineeringDocument troubleshooting steps before escalationEnsure handoffs are clear, complete, and easy to act onBasic System AdministrationHandle account provisioning and access permissionsPerform system resets and user access updatesSupport onboarding and offboarding workflowsDocumentation & Knowledge BaseCreate and update FAQs and support documentationDocument recurring issues and solutionsImprove resolution speed through better internal knowledge resourcesMonitoring & AlertsUse monitoring tools such as Datadog, Splunk, New Relic, or similarIdentify issues proactively when possibleReport recurring problems and trends for root cause analysisCollaborationWork with product, QA, and engineering teamsShare customer insights, bug reports, and feature feedbackSupport continuous improvement in product and support processesWhat Makes You a Strong FitClear, empathetic communicatorStrong problem-solving and troubleshooting skillsCalm and professional with frustrated usersComfortable working across multiple systemsDetail-oriented with strong documentation habitsAble to manage tickets, priorities, and SLAsRequirements1–2 years of experience in:Technical supportIT helpdeskCustomer-facing troubleshootingExperience with ticketing tools such as Zendesk, Jira, or ServiceNowFamiliarity with:SaaS applicationsNetworking basicsWindows, macOS, or LinuxStrong written and verbal English communicationComfortable working remote during U.S. business hoursNice to HaveCompTIA A+, Network+, or similar certificationExperience supporting APIs, integrations, or SaaS platformsExposure to monitoring tools such as Datadog, Splunk, or New RelicExperience in SaaS, IT services, or hardware supportTools & TechZendesk / Freshdesk / Jira Service Desk / ServiceNowDatadog / Splunk / New RelicWindows / macOS / LinuxSaaS applications and internal admin toolsWhat Success Looks LikeFast first response times within SLAReduced average resolution timeStrong first contact resolution rateHigh customer satisfaction scoresClear documentation and updated knowledge base articlesSmooth escalation and handoff processKey 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 solutionsInterview ProcessInitial Phone ScreenVideo Interview with Pavago RecruiterPractical Task: simulated support tickets or troubleshooting caseClient Interview with Support/Engineering LeadershipOffer & Background VerificationApply NowIf 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.
Tech Support Specialist (IT Helpdesk, SaaS Support, Zendesk/Jira) – Remote | U.S. Hours
Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours
About the Role
We’re hiring a Tech Support Specialist to provide fast, clear, and effective technical support for customers and internal users.
This role is focused on resolving Level 1 and Level 2 technical issues, managing support tickets, documenting solutions, and escalating complex cases to engineering or higher-tier support teams.
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.
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!"
