{"id":135656,"url":"https://alion.io/job/pavago-technical-support-specialist-2","title":"Technical Support Specialist","company":{"id":1117,"name":"Pavago","domain":"pavago.co","url":"https://alion.io/company/pavago","size_band":null,"is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":75,"open_postings":193,"ghost_share":0,"stale_share":0.99,"repost_share":0,"time_to_fill_p50_days":33,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"US time zones","utc_offset_min":-8,"utc_offset_max":-5},"hiring_geo_confidence":"inferred","locations":["Dubai, United Arab Emirates","Abu Dhabi, United Arab Emirates"],"countries":["AE"],"hiring_countries":["AE","BH","OM","QA"],"hiring_countries_total":4,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Datadog","optional":false},{"name":"Freshdesk","optional":false},{"name":"Jira","optional":false},{"name":"Linux","optional":false},{"name":"New Relic","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"Splunk","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-06-30T00:00:00Z","employer_posted_date":"2026-06-30","last_verified_at":"2026-10-31T00:00:52Z","board_verified":true,"closed_at":null,"days_open":123,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":121},"description":"Tech Support Specialist (SaaS, Helpdesk, IT Support & Troubleshooting) - Remote\nPosition Type: Full-Time, Remote\nWorking Hours: U.S. Business Hours\nAbout the Role\nAt 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.\nThis is a hands-on support role focused on:\nTechnical troubleshooting\nTicket resolution\nSaaS support operations\nUser onboarding & access management\nKnowledge base documentation\nCustomer support and issue escalation\nYou’ll act as the frontline technical resource helping customers and internal users resolve issues quickly, professionally, and efficiently.\nIf you enjoy:\nsolving technical problems\ntroubleshooting systems\nhelping users navigate software issues\nworking in fast-paced support environments\nthis role is a strong fit.\nWhat You’ll Own\nTechnical Support & Troubleshooting\nRespond to technical support requests through platforms such as:\nZendesk\nFreshdesk\nJira Service Desk\nServiceNow\nTroubleshoot:\nlogin issues\npassword resets\nconnectivity problems\nSaaS platform errors\nbrowser and system-related issues\nResolve Level 1 & Level 2 support requests\nGuide customers through troubleshooting steps using simple, non-technical language\nEnsure users feel informed and supported throughout the resolution process\nTicket Management & Escalation\nPrioritize incoming tickets based on:\nurgency\nSLA requirements\nbusiness impact\nEscalate complex issues to:\nTier 2/3 Support\nDevOps\nEngineering teams\nDocument:\ntroubleshooting steps\nfindings\nreproduction details\nescalation notes\nMaintain clean and accurate support documentation\nBasic System Administration\nSupport:\nuser provisioning\naccount setup\npassword resets\npermissions management\nAssist with:\nonboarding\noffboarding\naccess control workflows\nSupport:\nWindows\nmacOS\nLinux environments\nKnowledge Base & Documentation\nCreate and maintain:\nFAQs\ntroubleshooting guides\ninternal support documentation\nIdentify recurring issues and document solutions\nImprove first-contact resolution rates through stronger documentation and workflows\nMonitoring & Issue Detection\nUse monitoring tools such as:\nDatadog\nSplunk\nNew Relic\nMonitor alerts and identify recurring technical issues proactively\nReport trends and recurring incidents for long-term resolution and process improvement\nCross-Functional Collaboration\nWork closely with:\nQA\nProduct\nEngineering\nDevOps teams\nReport:\nbugs\nfeature requests\ncustomer pain points\nShare customer feedback to improve product functionality and support operations\nWhat Makes You a Strong Fit\nCalm and professional under pressure\nStrong troubleshooting and problem-solving mindset\nExcellent communicator with empathy and patience\nDetail-oriented with strong documentation habits\nComfortable working independently in remote support environments\nFocused on both technical resolution and customer experience\nRequirements (Must-Have)\nExperience\n1-2+ years of experience in:\nTechnical Support\nIT Helpdesk\nSaaS Support\nCustomer-Facing Troubleshooting\nTechnical Skills\nExperience with:\nZendesk\nJira\nServiceNow\nFreshdesk\nFamiliarity with:\nSaaS platforms\nnetworking basics\noperating systems\nComfortable managing multiple systems and support queues simultaneously\nCommunication Skills\nStrong written and verbal English communication\nAbility to explain technical issues clearly to non-technical users\nStrong multitasking and organizational skills\nNice to Have\nCompTIA A+ or Network+ certifications\nExperience supporting:\nAPIs\nSaaS integrations\ncloud-based platforms\nFamiliarity with:\nDatadog\nSplunk\nNew Relic\nBackground in:\nSaaS\nIT services\ntechnical customer support\nTools & Platforms\nZendesk\nJira Service Desk\nServiceNow\nFreshdesk\nDatadog\nSplunk\nNew Relic\nSaaS & cloud-based platforms\nWhat a Typical Day Looks Like\nReview support queues and prioritize urgent tickets\nTroubleshoot SaaS and technical support requests\nResolve customer and internal system issues\nEscalate complex problems with detailed documentation\nUpdate FAQs and support documentation\nCollaborate with engineering and product teams on bugs and improvements\nMonitor support metrics and identify recurring issues\nIn short:\nYou are the first line of technical support - helping users stay productive while ensuring issues are resolved quickly, clearly, and professionally.\nKey Metrics for Success (KPIs)\nFirst Response Time (FRT) within SLA\nFirst Contact Resolution (FCR) rate\nReduced Average Resolution Time (ART)\nCustomer Satisfaction (CSAT) scores\nReduced recurring ticket volume\nConsistently updated documentation and knowledge base quality\nWhy This Role Stands Out\nExposure to modern SaaS and support environments\nOpportunity to work with:\nsupport systems\nmonitoring tools\ncloud platforms\ntechnical troubleshooting workflows\nStrong growth path into:\nTier 2 Support\nSystems Administration\nDevOps\nCustomer Success Engineering\nRemote flexibility with collaborative technical teams\nOpportunity to improve systems, documentation, and support operations\nInterview Process\nInitial Phone Screen\nVideo Interview with Pavago Recruiter\nPractical Troubleshooting Exercise\nClient Interview with Support / Engineering Leadership\nOffer & Background Verification\nApply Now\nIf you:\nenjoy solving technical problems\nthrive in customer-facing support environments\ncommunicate clearly under pressure\nwant hands-on experience with SaaS and technical systems\nthis is a strong opportunity to grow within technical support and modern SaaS operations.","description_format":"text","description_chars":5518,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"United Arab 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