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.