Technical Support Specialist
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Key skills for this role
About the Role
Pavago is hiring a Tech Support Specialist to provide technical troubleshooting and support across SaaS platforms, internal systems, hardware, and customer-facing applications. The role involves ticket resolution, user onboarding, knowledge base documentation, and escalation of complex issues.
Key Skills for This Role
Responsibilities
- Respond to technical support requests through platforms such as Zendesk, Freshdesk, Jira Service Desk, and ServiceNow
- Troubleshoot login issues, password resets, connectivity problems, SaaS platform errors, and browser/system related issues
- Resolve Level 1 & Level 2 support requests and guide customers through troubleshooting steps
- Prioritize incoming tickets based on urgency, SLA requirements, and business impact
- Escalate complex issues to Tier 2/3 Support or DevOps Engineering teams with detailed documentation
- Assist with user provisioning, account setup, password resets, and permissions management
- Create and maintain FAQs, troubleshooting guides, and internal support documentation
- Use monitoring tools like Datadog, Splunk, and New Relic to identify recurring issues and report trends
- Collaborate with QA, Product Engineering, and DevOps teams to report bugs and feature requests
Requirements
- 1 2+ years of experience in Technical Support, IT Helpdesk, SaaS Support, or Customer Facing Troubleshooting
- Experience with Zendesk, Jira, ServiceNow, or Freshdesk
- Familiarity with SaaS platforms, networking basics, and operating systems
- Strong written and verbal English communication
- Ability to explain technical issues clearly to non technical users
- Strong multitasking and organizational skills
Full Job Posting
About the Role
- Pavago 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, knowledge base documentation, and customer support escalation.
What You’ll Own
- Respond to technical support requests through platforms such as Zendesk, Freshdesk, Jira Service Desk, and ServiceNow.
- Troubleshoot login issues, password resets, connectivity problems, SaaS platform errors, and browser/system related issues.
- Resolve Level 1 & Level 2 support requests and guide customers through troubleshooting steps.
- Prioritize incoming tickets based on urgency, SLA requirements, and business impact.
- Escalate complex issues to Tier 2/3 Support or DevOps Engineering teams with detailed documentation.
- Assist with user provisioning, account setup, password resets, and permissions management.
- Create and maintain FAQs, troubleshooting guides, and internal support documentation.
- Use monitoring tools like Datadog, Splunk, and New Relic to identify recurring issues and report trends.
- Collaborate with QA, Product Engineering, and DevOps teams to report bugs and feature requests.
Requirements (Must Have)
- 1 2+ years of experience in Technical Support, IT Helpdesk, SaaS Support, or Customer Facing Troubleshooting.
- Experience with Zendesk, Jira, ServiceNow, or Freshdesk.
- Familiarity with SaaS platforms, networking basics, and operating systems.
- 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, or cloud based platforms.
- Familiarity with Datadog, Splunk, or New Relic.
- Background in SaaS, IT services, or technical customer support.
Why This Role Stands Out
- Exposure to modern SaaS and support environments.
- Opportunity to work with support systems, monitoring tools, cloud platforms, and technical troubleshooting workflows.
- Strong growth path into Tier 2 Support, Systems Administration, DevOps, or Customer Success Engineering.
- Remote flexibility with collaborative technical teams.
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