Technical Support Specialist

Pavago is hiring a Tech Support Specialist to provide technical troubleshooting and support across SaaS platforms, internal systems, hardware, and customer-facing applications. The role involves frontline technical support, ticket management, system administration, documentation, and collaboration with cross-functional teams.

Location: Remote (US)

Responsibilities

• 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.
• Prioritize incoming tickets based on urgency, SLA requirements, and business impact.
• Escalate complex issues to Tier 2/3 Support, DevOps, or Engineering teams.
• Document troubleshooting steps, findings, reproduction details, and escalation notes.
• Support user provisioning, account setup, password resets, permissions management.
• Assist with onboarding, offboarding, and access control workflows across Windows, macOS, Linux environments.
• Create and maintain FAQs, troubleshooting guides, and internal support documentation.
• Identify recurring issues and document solutions to improve support quality.
• Use monitoring tools such as Datadog, Splunk, and New Relic to monitor alerts and identify recurring issues.
• Work closely with QA, Product, Engineering, and DevOps teams to report bugs, feature requests, and customer pain points.
• Maintain strong communication, troubleshooting, problem-solving, and documentation skills.
• Work independently in a remote environment, focusing on technical resolution and customer experience.

Requirements

• 1–2+ years of experience in Technical Support, IT Helpdesk, SaaS Support, or Customer-Facing Troubleshooting.
• Experience with Zendesk, Jira, ServiceNow, Freshdesk.
• Familiarity with SaaS platforms, networking basics, operating systems.
• Strong written and verbal English communication skills.
• Ability to explain technical issues clearly to non-technical users.
• Strong multitasking and organizational skills.

Additional Information

• This role is full-time, remote, with US business hours.
• The role involves working with modern SaaS and support environments, offering growth into Tier 2 Support, Systems Administration, DevOps, or Customer Success Engineering.
• The interview process includes a phone screen, video interview, troubleshooting exercise, client interview, and background verification.
• Key KPIs include First Response Time, First Contact Resolution, Customer Satisfaction, and documentation quality.
• The role is ideal for those who enjoy solving technical problems, thrive in customer support, and want hands-on experience with SaaS and technical systems.