Technical Support Specialist

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:

• Technical troubleshooting
• Ticket resolution
• SaaS support operations
• User onboarding & access management
• Knowledge base documentation
• 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:

• Solving technical problems
• Troubleshooting systems
• Helping users navigate software issues
• Working in fast-paced support environments

this role is a strong fit.

What you’ll own

Technical support & troubleshooting

Respond to technical support requests through platforms such as Zendesk, Freshdesk, Jira Service Desk, and 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.

Ensure users feel informed and supported throughout the resolution process.

Ticket management & escalation

Prioritize incoming tickets based on urgency, SLA requirements, and business impact.

Escalate complex issues to Tier 2/3 Support, DevOps, and Engineering teams.

Document troubleshooting steps, findings, reproduction details, and escalation notes.

Maintain clean and accurate support documentation.

Basic system administration

Support user provisioning, account setup, password resets, and permissions management.

Assist with onboarding, offboarding, and access control workflows.

Support Windows, macOS, and Linux environments.

Knowledge base & documentation

Create and maintain FAQs, troubleshooting guides, and internal support documentation.

Identify recurring issues and document solutions.

Improve first-contact resolution rates through stronger documentation and workflows.

Monitoring & issue detection

Use monitoring tools such as Datadog, Splunk, and New Relic.

Monitor alerts and identify recurring technical issues proactively.

Report trends and recurring incidents for long-term resolution and process improvement.

Cross-functional collaboration

Work closely with QA, Product, Engineering, and DevOps teams.

Report bugs, feature requests, and customer pain points.

Share customer feedback to improve product functionality and support operations.

What makes you a strong fit

• Calm and professional under pressure
• Strong troubleshooting and problem-solving 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

Requirements (must-have)

Experience

1–2+ years of experience in technical support, IT helpdesk, SaaS support, and customer-facing troubleshooting.

Technical skills

Experience with Zendesk, Jira, ServiceNow, and Freshdesk.

Familiarity with SaaS platforms, networking basics, and operating systems.

Comfortable managing multiple systems and support queues simultaneously.

Communication skills

Strong written and verbal English communication.

Ability to explain technical issues clearly to non-technical users.

Strong multitasking and organizational skills.

Nice to have

• CompTIA A+ or Network+ certifications
• Experience supporting APIs, SaaS integrations, and cloud-based platforms
• Familiarity with Datadog, Splunk, and New Relic
• Background in SaaS, IT services, and technical customer support

Tools & platforms

Zendesk, Jira Service Desk, ServiceNow, Freshdesk, Datadog, Splunk, New Relic, SaaS & cloud-based platforms.

What a typical day looks like

• Review support queues and prioritize urgent tickets
• Troubleshoot SaaS and technical support requests
• Resolve customer and internal system issues
• Escalate complex problems with detailed documentation
• Update FAQs and support documentation
• Collaborate with engineering and product teams on bugs and improvements
• 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)

• First Response Time (FRT) within SLA
• First Contact Resolution (FCR) rate
• Reduced Average Resolution Time (ART)
• Customer Satisfaction (CSAT) scores
• Reduced recurring ticket volume
• Consistently updated documentation and knowledge base quality

Why this role stands out

• Exposure to modern SaaS and support environments
• Opportunity to work with support systems, monitoring tools, cloud platforms, and technical troubleshooting workflows
• Strong growth path into Tier 2 Support, Systems Administration, DevOps, and Customer Success Engineering
• Remote flexibility with collaborative technical 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 is a strong opportunity to grow within technical support and modern SaaS operations.