Tech Support Specialist – SaaS & IT Helpdesk
Full-Time | Remote | U.S. Business Hours
About the Role
At Pavago, one of our clients is hiring a proactive, customer-focused Tech Support Specialist to troubleshoot technical issues, resolve support tickets, and help customers and internal users stay productive.
This is a hands-on Level 1–2 support role covering SaaS applications, account access, basic system administration, hardware/software issues, and technical troubleshooting.
If you enjoy solving problems, communicating technical solutions clearly, and delivering a strong customer experience, this role is a great fit.
What You’ll Do
Technical Support & Troubleshooting
Handle support requests through Zendesk, Freshdesk, Jira Service Management, ServiceNow, or similar tools
Troubleshoot login, access, connectivity, browser, software, and SaaS application issues
Resolve Level 1 and Level 2 technical support requests
Guide users through solutions using clear, non-technical language
Support Windows, macOS, and basic Linux environments
Ticket Management & Escalation
Prioritize tickets based on urgency, SLA, and business impact
Document troubleshooting steps, findings, and resolutions
Escalate complex issues to Engineering, DevOps, or senior support teams
Provide detailed reproduction steps and technical context when escalating
User & Access Management
Support user provisioning and account setup
Handle password resets and permissions
Assist with employee onboarding and offboarding
Troubleshoot access and authentication issues
Documentation & Knowledge Base
Create and maintain FAQs, troubleshooting guides, and internal documentation
Document recurring issues and proven solutions
Help improve first-contact resolution and reduce repeat tickets
Product & Engineering Collaboration
Report bugs and recurring technical issues
Share customer feedback and feature requests
Collaborate with Product, QA, Engineering, and DevOps
Help identify patterns and opportunities to improve the support experience
What We’re Looking For
1–2+ years of experience in Technical Support, IT Helpdesk, SaaS Support, or customer-facing troubleshooting
Experience with ticketing platforms such as Zendesk, Jira, ServiceNow, or Freshdesk
Understanding of SaaS applications and basic networking concepts
Familiarity with Windows and macOS environments
Strong technical troubleshooting and problem-solving skills
Excellent written and verbal English communication
Strong documentation and attention to detail
Comfortable managing multiple tickets and priorities
Ability to work independently during U.S. business hours
Nice to Have
CompTIA A+ or Network+ certification
API or SaaS integration troubleshooting experience
Familiarity with Datadog, Splunk, or New Relic
Experience with cloud-based applications
Previous SaaS or IT services experience
What Success Looks Like
Fast first-response and resolution times
70–80%+ first-contact resolution
90%+ CSAT
Accurate ticket documentation and escalation
Reduced support backlog and recurring issues
Up-to-date knowledge base and troubleshooting documentation
Strong customer experience throughout every interaction
Why Join?
Fully remote opportunity
Hands-on exposure to modern SaaS and technical support environments
Work closely with Product and Engineering teams
Develop experience across support systems, monitoring, troubleshooting, and cloud platforms
Career growth into Tier 2/3 Support, Systems Administration, DevOps, or Customer Success Engineering
Interview Process
Application Review
Spark Hire Intro Video
Pavago Recruiter Interview
Practical Troubleshooting Exercise
Client Interview
Offer & Onboarding
What Happens After You Apply
Qualified candidates will receive a Spark Hire invitation to complete a short Intro Video. This helps us evaluate your communication, technical support experience, and troubleshooting approach before moving to the interview stage.
Please check your inbox and spam/junk folder for the invitation.
Apply Now
If you have experience in SaaS or IT support, enjoy troubleshooting technical problems, and know how to communicate solutions clearly and professionally, we’d love to hear from you.
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Pavago is a global offshore recruitment platform that specializes in sourcing, vetting, and placing elite remote talent for businesses seeking A-players at 70% lower costs than traditional hiring. The company combines AI-driven candidate sourcing with human expertise to identify and screen offshore professionals across roles including Sales, Marketing, Admin, Finance, IT Engineering, and Product. Pavago's five-step recruitment process aims to deliver vetted candidates within 21 days, offering ongoing support through payroll management, compliance assurance, training, and seamless onboarding. They serve 150+ businesses and provide flexible pricing options including annual memberships with unlimited placements and per-hire sourcing fees. The company sources talent primarily from Latin America, Pakistan, and South Africa, prioritizing candidates with experience working with U.S.-based companies.
