技术支持专员

Tech Support Specialist (SaaS, Helpdesk, IT Support & Troubleshooting) – Remote
Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours
About the Role
At Pavago, one of our clients is hiring a Tech Support Specialist to provide technical troubleshooting and support across SaaS platforms, internal systems, hardware, and customer-facing applications.
This is a hands-on support role focused on:

• Technical troubleshooting

• Ticket resolution

• SaaS support operations

• User onboarding & access management

• Knowledge base documentation

• Customer support and issue escalation

You’ll act as the frontline technical resource helping customers and internal users resolve issues quickly, professionally, and efficiently.
If you enjoy:

• solving technical problems

• troubleshooting systems

• helping users navigate software issues

• working in fast-paced support environments

this role is a strong fit.
What You’ll Own
Technical Support & Troubleshooting

• Respond to technical support requests through platforms such as:

• Zendesk

• Freshdesk

• Jira Service Desk

• ServiceNow

• Troubleshoot:

• login issues

• password resets

• connectivity problems

• SaaS platform errors

• browser and system-related issues

• Resolve Level 1 & Level 2 support requests

• Guide customers through troubleshooting steps using simple, non-technical language

• Ensure users feel informed and supported throughout the resolution process

Ticket Management & Escalation

• Prioritize incoming tickets based on:

• urgency

• SLA requirements

• business impact

• Escalate complex issues to:

• Tier 2/3 Support

• DevOps

• Engineering teams

• Document:

• troubleshooting steps

• findings

• reproduction details

• escalation notes

• Maintain clean and accurate support documentation

Basic System Administration

• Support:

• user provisioning

• account setup

• password resets

• permissions management

• Assist with:

• onboarding

• offboarding

• access control workflows

• Support:

• Windows

• macOS

• Linux environments

Knowledge Base & Documentation

• Create and maintain:

• FAQs

• troubleshooting guides

• internal support documentation

• Identify recurring issues and document solutions

• Improve first-contact resolution rates through stronger documentation and workflows

Monitoring & Issue Detection

• Use monitoring tools such as:

• Datadog

• Splunk

• New Relic

• Monitor alerts and identify recurring technical issues proactively

• Report trends and recurring incidents for long-term resolution and process improvement

Cross-Functional Collaboration

• Work closely with:

• QA

• Product

• Engineering

• DevOps teams

• Report:

• bugs

• feature requests

• customer pain points

• Share customer feedback to improve product functionality and support operations

What Makes You a Strong Fit

• Calm and professional under pressure

• Strong troubleshooting and problem-solving mindset

• Excellent communicator with empathy and patience

• Detail-oriented with strong documentation habits

• Comfortable working independently in remote support environments

• Focused on both technical resolution and customer experience

Requirements (Must-Have)
Experience

• 1–2+ years of experience in:

• Technical Support

• IT Helpdesk

• SaaS Support

• Customer-Facing Troubleshooting

Technical Skills

• Experience with:

• Zendesk

• Jira

• ServiceNow

• Freshdesk

• Familiarity with:

• SaaS platforms

• networking basics

• operating systems

• Comfortable managing multiple systems and support queues simultaneously

Communication Skills

• Strong written and verbal English communication

• Ability to explain technical issues clearly to non-technical users

• Strong multitasking and organizational skills

Nice to Have

• CompTIA A+ or Network+ certifications

• Experience supporting:

• APIs

• SaaS integrations

• cloud-based platforms

• Familiarity with:

• Datadog

• Splunk

• New Relic

• Background in:

• SaaS

• IT services

• technical customer support

Tools & Platforms

• Zendesk

• Jira Service Desk

• ServiceNow

• Freshdesk

• Datadog

• Splunk

• New Relic

• SaaS & cloud-based platforms

What a Typical Day Looks Like

• Review support queues and prioritize urgent tickets

• Troubleshoot SaaS and technical support requests

• Resolve customer and internal system issues

• Escalate complex problems with detailed documentation

• Update FAQs and support documentation

• Collaborate with engineering and product teams on bugs and improvements

• Monitor support metrics and identify recurring issues

In short:
You are the first line of technical support — helping users stay productive while ensuring issues are resolved quickly, clearly, and professionally.
Key Metrics for Success (KPIs)

• First Response Time (FRT) within SLA

• First Contact Resolution (FCR) rate

• Reduced Average Resolution Time (ART)

• Customer Satisfaction (CSAT) scores

• Reduced recurring ticket volume

• Consistently updated documentation and knowledge base quality

Why This Role Stands Out

• Exposure to modern SaaS and support environments

• Opportunity to work with:

• support systems

• monitoring tools

• cloud platforms

• technical troubleshooting workflows

• Strong growth path into:

• Tier 2 Support

• Systems Administration

• DevOps

• Customer Success Engineering

• Remote flexibility with collaborative technical teams

• Opportunity to improve systems, documentation, and support operations

Interview Process

• Initial Phone Screen

• Video Interview with Pavago Recruiter

• Practical Troubleshooting Exercise

• Client Interview with Support / Engineering Leadership

• Offer & Background Verification

Apply Now
If you:

• enjoy solving technical problems

• thrive in customer-facing support environments

• communicate clearly under pressure

• want hands-on experience with SaaS and technical systems

this is a strong opportunity to grow within technical support and modern SaaS operations.
Originally posted on Himalayas