SaaS Tech Support Specialist - Remote & Troubleshooting

Pavago; Oman; On-site; OMR 6,700 - 12,000; Full time

Job summary

Pavago is seeking a Tech Support Specialist to provide hands-on technical troubleshooting and customer-facing support across SaaS platforms and internal systems. You will handle ticket triage, incident documentation, and proactive knowledge creation while maintaining excellent customer experience.

Ideal candidates will have 1–2+ years in technical support, familiarity with Zendesk/Jira Service Desk/Freshdesk, and strong English communication.

Qualifications

• 1–2+ years in Technical Support, IT Helpdesk, or SaaS support.
• Experience with Zendesk, Jira Service Desk, or Freshdesk.
• Familiarity with SaaS platforms and customer-facing software.

Responsibilities

• Respond to and resolve tickets across SaaS platforms and internal systems.
• Troubleshoot login, connectivity, and application issues for customers and users.
• Document steps, reproduce issues, and maintain knowledge base articles.
• Escalate complex problems to Tier 2/3 or engineering teams with detailed notes.
• Collaborate with QA, Product, and DevOps to improve support workflows.

Skills

Technical troubleshooting

Customer support

Communication

Documentation

Multitasking

Tools

Zendesk

Jira Service Desk

Freshdesk

Datadog

Splunk

New Relic

Job description

Pavago is seeking a Tech Support Specialist to provide hands-on technical troubleshooting and customer-facing support across SaaS platforms and internal systems. You will handle ticket triage, incident documentation, and proactive knowledge creation while maintaining excellent customer experience.

Ideal candidates will have 1–2+ years in technical support, familiarity with Zendesk/Jira Service Desk/Freshdesk, and strong English communication.