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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Specialist - **Company:** PAVAGO LLC - **Location:** United States (Remote available) - **Experience:** Starter - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Application Programming Interfaces (APIs), JIRA, Software as a Service, DevOps, Identity and Access Management, Linux System Administration, Networking Basics, Software Engineering, User Provisioning Software, Datadog, Cloud Platform System, Connectivity Problems, Software Troubleshooting, Os Ticket, Information Technology, Zendesk, Splunk, New Relic (SaaS), Servicenow - **Published:** May 22, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=12da818fe1f9be85 ## About the Role Do you have experience in Zendesk?, * 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, * enjoy solving technical problems * thrive in customer-facing support environments * communicate clearly under pressure * want hands-on experience with SaaS and technical systems ## Description 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 OwnTechnical 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, * 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 ## Related Videos - [Migrating half a million users to a new payment service provider](https://www.wearedevelopers.com/videos/730-migrating-half-a-million-users-to-a-new-payment-service-provider) - [From DevOps to Scaled DevOps: How We’re Rebuilding Continuous Delivery as a Platform](https://www.wearedevelopers.com/videos/100018-from-devops-to-scaled-devops-how-we-re-rebuilding-continuous-delivery-as-a-platform) - [Our journey with Spring Boot in a microservice architecture](https://www.wearedevelopers.com/videos/511-our-journey-with-spring-boot-in-a-microservice-architecture) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [My journey into DevOps world - How it all started!](https://www.wearedevelopers.com/videos/545-my-journey-into-devops-world-how-it-all-started) - [DevOps Maturity Check – a way to balance autonomy and alignment](https://www.wearedevelopers.com/videos/58-devops-maturity-check-a-way-to-balance-autonomy-and-alignment) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers) - [Find a Developer Job: 12 Best Job Sites For Developers](https://www.wearedevelopers.com/magazine/165-find-a-developer-job-12-best-job-sites-for-developers) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers)