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 OwnCustomer Support & Troubleshooting-
Respond to support tickets, calls, and chats through platforms like:
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Zendesk
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Freshdesk
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Jira Service Desk
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ServiceNow
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Diagnose and resolve Level 1 / Level 2 technical issues
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Support common issues such as:
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Password resets
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Connectivity problems
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App errors
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Access issues
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Explain technical solutions in clear, simple language
Issue Escalation-
Escalate complex issues to Tier 2/3 support, DevOps, or engineering
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Document troubleshooting steps before escalation
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Ensure handoffs are clear, complete, and easy to act on
Basic System Administration-
Handle account provisioning and access permissions
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Perform system resets and user access updates
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Support onboarding and offboarding workflows
Documentation & Knowledge Base-
Create and update FAQs and support documentation
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Document recurring issues and solutions
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Improve resolution speed through better internal knowledge resources
Monitoring & Alerts-
Use monitoring tools such as Datadog, Splunk, New Relic, or similar
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Identify issues proactively when possible
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Report recurring problems and trends for root cause analysis
Collaboration-
Work with product, QA, and engineering teams
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Share customer insights, bug reports, and feature feedback
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Support continuous improvement in product and support processes
What Makes You a Strong Fit-
Clear, empathetic communicator
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Strong problem-solving and troubleshooting skills
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Calm and professional with frustrated users
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Comfortable working across multiple systems
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Detail-oriented with strong documentation habits
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Able to manage tickets, priorities, and SLAs
Requirements-
1–2 years of experience in:
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Technical support
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IT helpdesk
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Customer-facing troubleshooting
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Experience with ticketing tools such as Zendesk, Jira, or ServiceNow
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Familiarity with:
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SaaS applications
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Networking basics
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Windows, macOS, or Linux
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Strong written and verbal English communication
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Comfortable working remote during U.S. business hours
Nice to Have-
CompTIA A+, Network+, or similar certification
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Experience supporting APIs, integrations, or SaaS platforms
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Exposure to monitoring tools such as Datadog, Splunk, or New Relic
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Experience in SaaS, IT services, or hardware support
Tools & Tech-
Zendesk / Freshdesk / Jira Service Desk / ServiceNow
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Datadog / Splunk / New Relic
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Windows / macOS / Linux
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SaaS applications and internal admin tools
What Success Looks Like-
Fast first response times within SLA
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Reduced average resolution time
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Strong first contact resolution rate
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High customer satisfaction scores
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Clear documentation and updated knowledge base articles
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Smooth escalation and handoff process
Key Metrics (KPIs)-
First Response Time (FRT)
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Average Resolution Time (ART)
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First Contact Resolution (FCR) of 70–80%+
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CSAT score of 90%+
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Knowledge base updated with recurring solutions
Interview Process-
Initial Phone Screen
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Video Interview with Pavago Recruiter
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Practical Task: simulated support tickets or troubleshooting case
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Client Interview with Support/Engineering Leadership
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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.
