Tech Support Specialist (IT Helpdesk, SaaS Support, Zendesk/Jira) – Remote | U.S. Hours

Position Type: Full-Time, Remote Working Hours: U.S. Business Hours

About the Role

We’re hiring a Tech Support Specialist to provide fast, clear, and effective technical support for customers and internal users.

This role is focused on resolving Level 1 and Level 2 technical issues, managing support tickets, documenting solutions, and escalating complex cases to engineering or higher-tier support teams.

If you’re a strong troubleshooter, clear communicator, and comfortable supporting SaaS, software, hardware, or IT helpdesk issues, this role is for you.

What You’ll Own

Customer Support & Troubleshooting

• Respond to support tickets, calls, and chats through platforms like:
• Zendesk
• Freshdesk
• Jira Service Desk
• ServiceNow
• Diagnose and resolve Level 1 / Level 2 technical issues
• Support common issues such as:
• Password resets
• Connectivity problems
• App errors
• Access issues
• Explain technical solutions in clear, simple language

Issue Escalation

• Escalate complex issues to Tier 2/3 support, DevOps, or engineering
• Document troubleshooting steps before escalation
• Ensure handoffs are clear, complete, and easy to act on

Basic System Administration

• Handle account provisioning and access permissions
• Perform system resets and user access updates
• Support onboarding and offboarding workflows

Documentation & Knowledge Base

• Create and update FAQs and support documentation
• Document recurring issues and solutions
• Improve resolution speed through better internal knowledge resources

Monitoring & Alerts

• Use monitoring tools such as Datadog, Splunk, New Relic, or similar
• Identify issues proactively when possible
• Report recurring problems and trends for root cause analysis

Collaboration

• Work with product, QA, and engineering teams
• Share customer insights, bug reports, and feature feedback
• Support continuous improvement in product and support processes

What Makes You a Strong Fit

• Clear, empathetic communicator
• Strong problem-solving and troubleshooting skills
• Calm and professional with frustrated users
• Comfortable working across multiple systems
• Detail-oriented with strong documentation habits
• Able to manage tickets, priorities, and SLAs

Requirements

• 1–2 years of experience in:
• Technical support
• IT helpdesk
• Customer-facing troubleshooting
• Experience with ticketing tools such as Zendesk, Jira, or ServiceNow
• Familiarity with:
• SaaS applications
• Networking basics
• Windows, macOS, or Linux
• Strong written and verbal English communication
• Comfortable working remote during U.S. business hours

Nice to Have

• CompTIA A+, Network+, or similar certification
• Experience supporting APIs, integrations, or SaaS platforms
• Exposure to monitoring tools such as Datadog, Splunk, or New Relic
• Experience in SaaS, IT services, or hardware support

Tools & Tech

• Zendesk / Freshdesk / Jira Service Desk / ServiceNow
• Datadog / Splunk / New Relic
• Windows / macOS / Linux
• SaaS applications and internal admin tools

What Success Looks Like

• Fast first response times within SLA
• Reduced average resolution time
• Strong first contact resolution rate
• High customer satisfaction scores
• Clear documentation and updated knowledge base articles
• Smooth escalation and handoff process

Key Metrics (KPIs)

• First Response Time (FRT)
• Average Resolution Time (ART)
• First Contact Resolution (FCR) of 70–80%+
• CSAT score of 90%+
• Knowledge base updated with recurring solutions

Interview Process

• Initial Phone Screen
• Video Interview with Pavago Recruiter
• Practical Task: simulated support tickets or troubleshooting case
• Client Interview with Support/Engineering Leadership
• Offer & Background Verification

Apply Now

If you’re a Tech Support Specialist who can troubleshoot issues, communicate clearly, and keep customers confident, we’d love to hear from you.

Apply now and help deliver fast, reliable technical support.

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