Technical Support Specialist
Pavago
PakistanPosted 12 days agoDiscoveredMatch locked
RemoteFull TimeCustomer Service
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.
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
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.
#TechSupport #TechnicalSupport #ITSupport #Helpdesk #SaaSSupport #CustomerSupport #Zendesk #ServiceNow #Jira #RemoteITJobs #RemoteJobs # Pavago
Originally posted on Himalayas
Not included in the source posting: about the role.
Skills
devopssparkjirasplunklinuxqa
Who can apply
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