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
• 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
• Business impact

Escalate complex issues to:

• Tier 2/3 Support
• DevOps
• Engineering teams

Document:

• Troubleshooting steps
• Findings
• Reproduction details
• Escalation notes

Maintain clean and accurate support documentation.

Basic system administration

Support:

• User provisioning
• Account setup
• Password resets
• Permissions management

Assist with:

• Onboarding
• Offboarding
• Access control workflows

Support:

• Windows
• macOS
• 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
• 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
• DevOps teams

Report:

• Bugs
• Feature requests
• 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
• Customer-facing troubleshooting

Technical skills

Experience with:

• Zendesk
• Jira
• ServiceNow
• Freshdesk

Familiarity with:

• SaaS platforms
• Networking basics
• 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, cloud-based platforms
• Familiarity with Datadog, Splunk, New Relic
• Background in SaaS, IT services, 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, technical troubleshooting workflows
• Strong growth path into Tier 2 Support, Systems Administration, DevOps, 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.