Technical Support Specialist - (IT Support Specialist)

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.