Technical Support Specialist - (IT Support Specialist)

Role Summary

• Tech Support Specialist (IT Helpdesk, SaaS Support, Zendesk/Jira) – Remote | U.S. Hours
• Position Type: Full-Time, Remote
• Working Hours: U.S. Business Hours

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.

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

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

Responsibilities

• 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

Requirements

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

About the Company

Work directly with leadership in a highly visible role.

Operate at the forefront of AI, marketing, and automation.

Gain exposure across content, growth, outreach, events, and operations.

Significant ownership and creative freedom.

Opportunity to build systems that directly impact business growth.

Fully remote work environment.

Additional Information

• 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.