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Pavago

Technical Support Specialist

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 ...

Pivotal Health

IT Support Specialist

Brooklyn, NY · Remote

$110K - $130K/yr

You'll own End-User & SaaS Support, Networking & Infrastructure, and will work cross-functionally ... Deliver in-office, hands-on IT support and remote support for distributed employees * Manage ...

Infomedia

$17.25 - $23.25/hr

Experience supporting SaaS or proprietary software platforms * Exposure to automotive, dealership, or related industries * Experience working in remote or distributed teams, or multilingual/global ...

Whippy

Customer Support Specialist (LATAM Only)

$18.50 - $24.75/hr

Customer Support Specialist (LATAM, Remote) About Whippy Whippy is a fast-growing AI communication ... Real SaaS support experience, not BPO, not scripted, not call center * Comfort building and ...

PERSUIT

Customer Support Associate

$65K - $75K/yr

Requirements What You Bring * 3+ years of experience in a SaaS support role, ideally within a B2B ... Location This is a remote/hybrid role open to candidates based in the Eastern or Central time zones ...

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Infographic showing various Remote Saas Support job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 73% Full Time, 22% Part Time, and 4% Contract. Highlights an 91% Physical, 2% Hybrid, and 7% Remote job distribution, with an average salary of $40,699 per year, or $19.6 per hour.

Technical Support Specialist

Pavago

Remote

Full-time

Re-posted 16 days ago

Job description

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.

Apply