Technical Support Specialist

Pavago; Philippines; On-site; PHP 2,147,000 - 3,374,000; Full time

Benefits offered by this job

Fully remote

Job summary

Pavago, a forward-thinking SaaS and IT helpdesk provider, is seeking a Tech Support Specialist to troubleshoot issues, resolve support tickets, and help customers and internal users stay productive. This hands-on Level 1–2 role covers SaaS applications, account access, and basic system administration.

You will work remotely during U.S. business hours, using tools like Zendesk, Freshdesk, Jira Service Management, and ServiceNow.

Qualifications

• 1–2+ years of experience in Technical Support, IT Helpdesk, SaaS Support, or customer-facing troubleshooting.
• Experience with ticketing platforms such as Zendesk, Jira, ServiceNow, or Freshdesk.
• Understanding of SaaS applications and basic networking concepts.
• Familiarity with Windows and macOS environments.
• Strong technical troubleshooting and problem-solving skills.
• Excellent written and verbal English communication.
• Strong documentation and attention to detail.
• Comfortable managing multiple tickets and priorities.
• Ability to work independently during U.S. business hours.

Responsibilities

• Technical Support & Troubleshooting: Handle support requests through Zendesk, Freshdesk, Jira Service Management, ServiceNow or similar tools; Troubleshoot login, access, connectivity, browser, software, and SaaS issues; Resolve Level 1 and 2 requests; Guide users with clear, non-technical language; Support Windows, macOS, and basic Linux.

Skills

Technical troubleshooting

Customer service

English communication

Documentation

Multitasking

Independent at US hours

Tools

Zendesk

Freshdesk

Jira Service Management

ServiceNow

Job description

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 support experience

What We’re Looking For

• 1–2+ years of experience in Technical Support, IT Helpdesk, SaaS Support, or customer-facing troubleshooting
• Experience with ticketing platforms such as Zendesk, Jira, ServiceNow, or Freshdesk
• Understanding of SaaS applications and basic networking concepts
• Familiarity with Windows and macOS environments
• Strong technical troubleshooting and problem-solving skills
• Excellent written and verbal English communication
• Strong documentation and attention to detail
• Comfortable managing multiple tickets and priorities
• Ability to work independently during U.S. business hours

Nice to Have

• CompTIA A+ or Network+ certification
• API or SaaS integration troubleshooting experience
• Familiarity with Datadog, Splunk, or New Relic
• Experience with cloud-based applications
• Previous SaaS or IT services experience

What Success Looks Like

• Fast first-response and resolution times
• 70–80%+ first-contact resolution
• 90%+ CSAT
• Accurate ticket documentation and escalation
• Reduced support backlog and recurring issues
• Up-to-date knowledge base and troubleshooting documentation
• Strong customer experience throughout every interaction

Why Join?

• Fully remote opportunity
• Hands-on exposure to modern SaaS and technical support environments
• Work closely with Product and Engineering teams
• Develop experience across support systems, monitoring, troubleshooting, and cloud platforms
• Career growth into Tier 2/3 Support, Systems Administration, DevOps, or Customer Success Engineering

Interview Process

1. Application Review
2. Spark Hire Intro Video
3. Pavago Recruiter Interview
4. Practical Troubleshooting Exercise
5. Client Interview
6. Offer & Onboarding