Technical Support Specialist - (IT Support Specialist) at Pavago

, , Costa Rica -

Full Time

Start Date

Immediate

Expiry Date

02 Aug, 26

Salary

0.0

Posted On

04 May, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical support, IT helpdesk, Zendesk, Jira, ServiceNow, Troubleshooting, SaaS support, Networking, Windows, MacOS, Linux, Datadog, Splunk, New Relic, Documentation, Communication

Industry

Staffing and Recruiting

Description

Tech Support Specialist (IT Helpdesk, SaaS Support, Zendesk/Jira) – Remote | U.S. Hours Position Type: Full-Time, Remote Working Hours: U.S. Business Hours About the Role We’re hiring a Tech Support Specialist to provide fast, clear, and effective technical support for customers and internal users. This role is focused on resolving Level 1 and Level 2 technical issues, managing support tickets, documenting solutions, and escalating complex cases to engineering or higher-tier support teams. If you’re a strong troubleshooter, clear communicator, and comfortable supporting SaaS, software, hardware, or IT helpdesk issues, this role is for you. What You’ll OwnCustomer Support & Troubleshooting Respond to support tickets, calls, and chats through platforms like: Zendesk Freshdesk Jira Service Desk ServiceNow Diagnose and resolve Level 1 / Level 2 technical issues Support common issues such as: Password resets Connectivity problems App errors Access issues Explain technical solutions in clear, simple language Issue Escalation Escalate complex issues to Tier 2/3 support, DevOps, or engineering Document troubleshooting steps before escalation Ensure handoffs are clear, complete, and easy to act on Basic System Administration Handle account provisioning and access permissions Perform system resets and user access updates Support onboarding and offboarding workflows Documentation & Knowledge Base Create and update FAQs and support documentation Document recurring issues and solutions Improve resolution speed through better internal knowledge resources Monitoring & Alerts Use monitoring tools such as Datadog, Splunk, New Relic, or similar Identify issues proactively when possible Report recurring problems and trends for root cause analysis Collaboration Work with product, QA, and engineering teams Share customer insights, bug reports, and feature feedback Support continuous improvement in product and support processes What Makes You a Strong Fit Clear, empathetic communicator Strong problem-solving and troubleshooting skills Calm and professional with frustrated users Comfortable working across multiple systems Detail-oriented with strong documentation habits Able to manage tickets, priorities, and SLAs Requirements 1–2 years of experience in: Technical support IT helpdesk Customer-facing troubleshooting Experience with ticketing tools such as Zendesk, Jira, or ServiceNow Familiarity with: SaaS applications Networking basics Windows, macOS, or Linux Strong written and verbal English communication Comfortable working remote during U.S. business hours Nice to Have CompTIA A+, Network+, or similar certification Experience supporting APIs, integrations, or SaaS platforms Exposure to monitoring tools such as Datadog, Splunk, or New Relic Experience in SaaS, IT services, or hardware support Tools & Tech Zendesk / Freshdesk / Jira Service Desk / ServiceNow Datadog / Splunk / New Relic Windows / macOS / Linux SaaS applications and internal admin tools What Success Looks Like Fast first response times within SLA Reduced average resolution time Strong first contact resolution rate High customer satisfaction scores Clear documentation and updated knowledge base articles Smooth escalation and handoff process Key Metrics (KPIs) First Response Time (FRT) Average Resolution Time (ART) First Contact Resolution (FCR) of 70–80%+ CSAT score of 90%+ Knowledge base updated with recurring solutions Interview Process Initial Phone Screen Video Interview with Pavago Recruiter Practical Task: simulated support tickets or troubleshooting case Client Interview with Support/Engineering Leadership Offer & Background Verification Apply Now If you’re a Tech Support Specialist who can troubleshoot issues, communicate clearly, and keep customers confident, we’d love to hear from you. Apply now and help deliver fast, reliable technical support.

Responsibilities

The specialist will resolve Level 1 and Level 2 technical issues, manage support tickets, and document solutions for customers and internal users. They will also escalate complex cases to engineering teams and maintain the internal knowledge base.