Job description
💻 Tech Support Specialist (SaaS, Helpdesk, IT Support & Troubleshooting) Full-Time | Remote | U.
S. Business Hours 🚀 About the Role We’re hiring a proactive and customer-focused Tech Support Specialist to provide technical support and troubleshooting assistance across software, SaaS platforms, hardware, and internal systems.
This role is focused on: ✅ Technical troubleshooting ✅ Customer support ✅ Ticket resolution ✅ SaaS support operations ✅ System access & onboarding ✅ Knowledge base management You’ll act as the frontline technical resource helping customers and internal users resolve issues quickly, professionally, and efficiently.
This is an ideal role for someone who enjoys problem-solving, communicating clearly with users, and working across multiple technical systems in fast-paced environments.
🔥 What You’ll Own Technical Support & Troubleshooting Respond to support requests through: Zendesk Freshdesk Jira Service Desk ServiceNow Troubleshoot: login issues password resets connectivity problems SaaS application errors browser/system issues Resolve Level 1 & Level 2 technical support requests Guide customers through troubleshooting steps using simple, non-technical language Ensure customers feel informed and supported throughout the resolution process Ticket Management & Escalation Prioritize incoming tickets based on: urgency SLA requirements business impact Escalate complex issues to: Tier 2/3 support DevOps Engineering teams Document: troubleshooting steps findings reproduction details escalation notes Help reduce duplicate troubleshooting efforts through clear documentation Basic System Administration Support: user provisioning account setup password resets permissions management Assist with: onboarding offboarding access management Support: Windows macOS Linux environments Knowledge Base & Documentation Create and maintain: FAQs troubleshooting guides internal documentation Identify recurring issues and document solutions to improve support efficiency Help improve first-contact resolution rates through better documentation Monitoring & Issue Detection Use tools such as: Datadog Splunk New Relic Monitor alerts and identify recurring technical issues proactively Report trends and recurring incidents for root cause analysis and long-term fixes Cross-Functional Collaboration Work closely with: QA Product Engineering DevOps teams Report: bugs feature requests customer pain points Share customer feedback to improve product functionality and support workflows 💻 Required Experience & Skills 1–2 years of experience in: Technical Support IT Helpdesk SaaS Support Customer-Facing Troubleshooting Experience with: Zendesk Jira ServiceNow Freshdesk Familiarity with: SaaS platforms networking basics operating systems Strong written and verbal English communication skills Comfortable multitasking across multiple systems and support queues ⭐ Ideal Experience CompTIA A+ or Network+ certifications Experience supporting: APIs SaaS integrations cloud-based platforms Familiarity with: Datadog Splunk New Relic Background in: SaaS IT services technical customer support 🧠 What Makes You a Great Fit Calm and professional under pressure Strong troubleshooting mindset Excellent communicator with empathy and patience Detail-oriented with strong documentation habits Comfortable working independently in remote support environments Focused on both technical resolution and customer experience 📅 What a Typical Day Looks Like Review ticket queues and prioritize urgent issues Troubleshoot customer and internal technical problems Resolve SaaS and system-related support requests Escalate complex technical issues with detailed documentation Update FAQs and support documentation Collaborate with product and engineering teams on bugs and improvements Monitor ticket metrics and improve support workflows In short: You are the first line of technical defense — helping customers stay productive while ensuring support issues are resolved quickly and professionally.
📊 Key Success Metrics (KPIs) First Response Time (FRT) within SLA First Contact Resolution (FCR) ≥ 70–80% Reduced Average Resolution Time (ART) CSAT scores ≥ 90% Reduced backlog and recurring ticket volume Consistently updated documentation and knowledge base 🌍 Why This Role Stands Out Exposure to modern SaaS and support environments Opportunity to work with: support systems monitoring tools cloud platforms technical troubleshooting workflows Strong growth path into: Tier 2 Support Systems Administration DevOps Customer Success Engineering Remote flexibility with collaborative engineering teams Opportunity to improve systems, documentation, and support operations 🧪 Interview Process Initial Phone Screen Video Interview with Pavago Recruiter Practical Troubleshooting Exercise Client Interview with Support/Engineering Leadership Offer & Background Verification 👉 Apply Now If you: Enjoy solving technical problems Thrive in customer-facing support environments Communicate clearly under pressure Want hands-on experience with SaaS and technical systems This role is a strong fit for you.
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