Tech Support Specialist (SaaS, Helpdesk, IT Support & Troubleshooting) – Remote
Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours
About the Role
At Pavago, one of our clients is hiring a Tech Support Specialist to provide technical troubleshooting and support across SaaS platforms, internal systems, hardware, and customer-facing applications.
This is a hands-on support role focused on:
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Technical troubleshooting
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Ticket resolution
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SaaS support operations
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User onboarding & access management
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Knowledge base documentation
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Customer support and issue escalation
You’ll act as the frontline technical resource helping customers and internal users resolve issues quickly, professionally, and efficiently.
If you enjoy:
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solving technical problems
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troubleshooting systems
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helping users navigate software issues
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working in fast-paced support environments
this role is a strong fit.
What You’ll Own
Technical Support & Troubleshooting
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Respond to technical support requests through platforms such as:
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Zendesk
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Freshdesk
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Jira Service Desk
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ServiceNow
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Troubleshoot:
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login issues
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password resets
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connectivity problems
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SaaS platform errors
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browser and system-related issues
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Resolve Level 1 & Level 2 support requests
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Guide customers through troubleshooting steps using simple, non-technical language
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Ensure users feel informed and supported throughout the resolution process
Ticket Management & Escalation
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Prioritize incoming tickets based on:
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urgency
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SLA requirements
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business impact
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Escalate complex issues to:
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Tier 2/3 Support
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DevOps
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Engineering teams
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Document:
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troubleshooting steps
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findings
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reproduction details
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escalation notes
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Maintain clean and accurate support documentation
Basic System Administration
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Support:
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user provisioning
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account setup
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password resets
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permissions management
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Assist with:
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onboarding
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offboarding
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access control workflows
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Support:
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Windows
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macOS
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Linux environments
Knowledge Base & Documentation
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Create and maintain:
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FAQs
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troubleshooting guides
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internal support documentation
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Identify recurring issues and document solutions
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Improve first-contact resolution rates through stronger documentation and workflows
Monitoring & Issue Detection
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Use monitoring tools such as:
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Datadog
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Splunk
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New Relic
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Monitor alerts and identify recurring technical issues proactively
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Report trends and recurring incidents for long-term resolution and process improvement
Cross-Functional Collaboration
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Work closely with:
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QA
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Product
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Engineering
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DevOps teams
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Report:
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bugs
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feature requests
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customer pain points
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Share customer feedback to improve product functionality and support operations
What Makes You a Strong Fit
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Calm and professional under pressure
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Strong troubleshooting and problem-solving mindset
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Excellent communicator with empathy and patience
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Detail-oriented with strong documentation habits
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Comfortable working independently in remote support environments
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Focused on both technical resolution and customer experience
Requirements (Must-Have)
Experience
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1–2+ years of experience in:
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Technical Support
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IT Helpdesk
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SaaS Support
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Customer-Facing Troubleshooting
Technical Skills
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Experience with:
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Zendesk
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Jira
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ServiceNow
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Freshdesk
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Familiarity with:
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SaaS platforms
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networking basics
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operating systems
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Comfortable managing multiple systems and support queues simultaneously
Communication Skills
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Strong written and verbal English communication
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Ability to explain technical issues clearly to non-technical users
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Strong multitasking and organizational skills
Nice to Have
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CompTIA A+ or Network+ certifications
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Experience supporting:
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APIs
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SaaS integrations
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cloud-based platforms
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Familiarity with:
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Datadog
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Splunk
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New Relic
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Background in:
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SaaS
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IT services
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technical customer support
Tools & Platforms
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Zendesk
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Jira Service Desk
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ServiceNow
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Freshdesk
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Datadog
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Splunk
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New Relic
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SaaS & cloud-based platforms
What a Typical Day Looks Like
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Review support queues and prioritize urgent tickets
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Troubleshoot SaaS and technical support requests
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Resolve customer and internal system issues
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Escalate complex problems with detailed documentation
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Update FAQs and support documentation
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Collaborate with engineering and product teams on bugs and improvements
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Monitor support metrics and identify recurring issues
In short:
You are the first line of technical support — helping users stay productive while ensuring issues are resolved quickly, clearly, and professionally.
Key Metrics for Success (KPIs)
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First Response Time (FRT) within SLA
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First Contact Resolution (FCR) rate
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Reduced Average Resolution Time (ART)
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Customer Satisfaction (CSAT) scores
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Reduced recurring ticket volume
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Consistently updated documentation and knowledge base quality
Why This Role Stands Out
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Exposure to modern SaaS and support environments
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Opportunity to work with:
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support systems
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monitoring tools
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cloud platforms
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technical troubleshooting workflows
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Strong growth path into:
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Tier 2 Support
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Systems Administration
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DevOps
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Customer Success Engineering
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Remote flexibility with collaborative technical teams
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Opportunity to improve systems, documentation, and support operations
Interview Process
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Initial Phone Screen
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Video Interview with Pavago Recruiter
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Practical Troubleshooting Exercise
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Client Interview with Support / Engineering Leadership
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Offer & Background Verification
Apply Now
If you:
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enjoy solving technical problems
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thrive in customer-facing support environments
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communicate clearly under pressure
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want hands-on experience with SaaS and technical systems
this is a strong opportunity to grow within technical support and modern SaaS operations.