Technical Support Specialist

Pavago is partnering with a client to hire a proactive and customer-focused Tech Support Specialist to provide Level 1–2 technical support primarily for SaaS applications and IT helpdesk services. This fully remote, full-time role operates during U.S. business hours and involves troubleshooting technical issues, resolving support tickets, and assisting both customers and internal users to maintain productivity. The ideal candidate enjoys problem-solving, communicating technical solutions clearly, and delivering an excellent customer experience.

Key Responsibilities

- Manage and resolve support requests using platforms such as Zendesk, Freshdesk, Jira Service Management, or ServiceNow.
- Troubleshoot issues related to login, access, connectivity, browsers, software, and SaaS applications.
- Provide Level 1 and Level 2 technical support across Windows, macOS, and basic Linux environments.
- Communicate solutions clearly using non-technical language to guide users effectively.
- Prioritize and manage tickets based on urgency, SLA requirements, and business impact.
- Document all troubleshooting steps, findings, and resolutions accurately.
- Escalate complex technical issues to Engineering, DevOps, or senior support teams, providing detailed reproduction steps and context.
- Support user provisioning, account setup, password resets, permissions, and assist with employee onboarding and offboarding.
- Create and maintain FAQs, troubleshooting guides, and internal documentation to improve first-contact resolution and reduce repeat tickets.
- Collaborate with Product, QA, Engineering, and DevOps teams by reporting bugs, sharing customer feedback, and identifying opportunities to enhance the support experience.

Required Qualifications

- 1–2+ years of experience in Technical Support, IT Helpdesk, SaaS Support, or similar customer-facing troubleshooting roles.
- Proficiency with ticketing platforms such as Zendesk, Jira, ServiceNow, or Freshdesk.
- Solid understanding of SaaS applications and basic networking concepts.
- Familiarity with Windows and macOS operating systems.
- Strong technical troubleshooting and problem-solving abilities.
- Excellent written and verbal communication skills in English.
- Attention to detail with strong documentation skills.
- Ability to manage multiple tickets and priorities efficiently.
- Comfortable working independently during U.S. business hours.

Preferred Qualifications and Benefits

- Certifications such as CompTIA A+ or Network+ are a plus.
- Experience with API or SaaS integration troubleshooting.
- Familiarity with monitoring tools like Datadog, Splunk, or New Relic.
- Previous experience supporting cloud-based applications or SaaS environments.
- Exposure to IT services or SaaS companies is advantageous.

This role offers a fully remote work environment with hands-on exposure to modern SaaS and technical support systems. You will have the opportunity to work closely with Product and Engineering teams, gaining experience across support platforms, monitoring tools, troubleshooting, and cloud technologies. Career growth paths include advancement into Tier 2/3 Support, Systems Administration, DevOps, or Customer Success Engineering roles.

Success in this position is measured by:
- Fast first-response and resolution times.
- Achieving 70–80% or higher first-contact resolution rates.
- Maintaining 90%+ customer satisfaction (CSAT).
- Accurate ticket documentation and timely escalation.
- Reducing support backlog and recurring issues.
- Keeping knowledge base and troubleshooting documentation current.
- Delivering a consistently strong customer experience.

The interview process includes an application review, an introductory video via Spark Hire, a recruiter interview, a practical troubleshooting exercise, a client interview, and finally, an offer and onboarding.

If you have experience in SaaS or IT support, enjoy troubleshooting technical problems, and communicate solutions clearly and professionally, this opportunity is a great fit to advance your career in technical support.