Technical Support Specialist - (IT Support Specialist)

PavagoUnited States only

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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

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Technical Support Specialist - (IT Support Specialist)

PavagoUnited States only

Apply now

Opens the original posting.

Apply now

Share job

Copy link or share on social media.

Apply on the original site

Companies in this catalog do not charge applicants. Never send money to apply.

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.
Originally posted on Himalayas

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Opens the original posting.

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Technical Support Technician

Technology Support Specialist