Technical Support Specialist

### **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](https://himalayas.app/companies/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 * 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](https://himalayas.app/companies/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. Originally posted on [Himalayas](https://himalayas.app)