Technical Support Specialist

PavagoUnited States only

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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

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Technical 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 – 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
Originally posted on Himalayas

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Opens the original posting.

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