Technical Support Specialist

Tech Support Specialist – SaaS & IT Helpdesk Full-Time | Remote | U.S. Business Hours 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. What You’ll Do 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