Technical Support Specialist

Tech Support Specialist (SaaS, Helpdesk, IT Support & Troubleshooting) – Remote Position Type: Full-Time, Remote Working Hours: U.S. Business Hours About the Role 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 Own Technical 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 busines