{"id":573247,"url":"https://alion.io/job/pavago-technical-support-specialist-4","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":201,"ghost_share":0,"stale_share":0.99,"repost_share":0,"time_to_fill_p50_days":33,"computed_at":"2026-11-03T05:54:40Z"}},"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":"structured","locations":[],"countries":[],"hiring_countries":["PK"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false},{"name":"Jira","optional":false},{"name":"Linux","optional":false},{"name":"ServiceNow","optional":false},{"name":"Windows","optional":false},{"name":"Datadog","optional":true},{"name":"New Relic","optional":true},{"name":"Splunk","optional":true}],"status":"live","first_seen_at":"2026-09-09T00:00:00Z","employer_posted_date":"2026-09-09","last_verified_at":"2026-11-03T12:32:18Z","board_verified":true,"closed_at":null,"days_open":55,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":55},"description":"Tech Support Specialist - SaaS & IT Helpdesk\nFull-Time | Remote | U.S. Business Hours\nAbout the Role\nAt 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.\nThis is a hands-on Level 1-2 support role covering SaaS applications, account access, basic system administration, hardware/software issues, and technical troubleshooting.\nIf you enjoy solving problems, communicating technical solutions clearly, and delivering a strong customer experience, this role is a great fit.\nWhat You’ll Do\nTechnical Support & Troubleshooting\nHandle support requests through Zendesk, Freshdesk, Jira Service Management, ServiceNow, or similar tools\nTroubleshoot login, access, connectivity, browser, software, and SaaS application issues\nResolve Level 1 and Level 2 technical support requests\nGuide users through solutions using clear, non-technical language\nSupport Windows, macOS, and basic Linux environments\nTicket Management & Escalation\nPrioritize tickets based on urgency, SLA, and business impact\nDocument troubleshooting steps, findings, and resolutions\nEscalate complex issues to Engineering, DevOps, or senior support teams\nProvide detailed reproduction steps and technical context when escalating\nUser & Access Management\nSupport user provisioning and account setup\nHandle password resets and permissions\nAssist with employee onboarding and offboarding\nTroubleshoot access and authentication issues\nDocumentation & Knowledge Base\nCreate and maintain FAQs, troubleshooting guides, and internal documentation\nDocument recurring issues and proven solutions\nHelp improve first-contact resolution and reduce repeat tickets\nProduct & Engineering Collaboration\nReport bugs and recurring technical issues\nShare customer feedback and feature requests\nCollaborate with Product, QA, Engineering, and DevOps\nHelp identify patterns and opportunities to improve the support experience\nWhat We’re Looking For\n1-2+ years of experience in Technical Support, IT Helpdesk, SaaS Support, or customer-facing troubleshooting\nExperience with ticketing platforms such as Zendesk, Jira, ServiceNow, or Freshdesk\nUnderstanding of SaaS applications and basic networking concepts\nFamiliarity with Windows and macOS environments\nStrong technical troubleshooting and problem-solving skills\nExcellent written and verbal English communication\nStrong documentation and attention to detail\nComfortable managing multiple tickets and priorities\nAbility to work independently during U.S. business hours\nNice to Have\nCompTIA A+ or Network+ certification\nAPI or SaaS integration troubleshooting experience\nFamiliarity with Datadog, Splunk, or New Relic\nExperience with cloud-based applications\nPrevious SaaS or IT services experience\nWhat Success Looks Like\nFast first-response and resolution times\n70-80%+ first-contact resolution\n90%+ CSAT\nAccurate ticket documentation and escalation\nReduced support backlog and recurring issues\nUp-to-date knowledge base and troubleshooting documentation\nStrong customer experience throughout every interaction\nWhy Join?\nFully remote opportunity\nHands-on exposure to modern SaaS and technical support environments\nWork closely with Product and Engineering teams\nDevelop experience across support systems, monitoring, troubleshooting, and cloud platforms\nCareer growth into Tier 2/3 Support, Systems Administration, DevOps, or Customer Success Engineering\nInterview Process\nApplication Review\nSpark Hire Intro Video\nPavago Recruiter Interview\nPractical Troubleshooting Exercise\nClient Interview\nOffer & Onboarding\nWhat Happens After You Apply\nQualified candidates will receive a Spark Hire invitation to complete a short Intro Video. This helps us evaluate your communication, technical support experience, and troubleshooting approach before moving to the interview stage.\nPlease check your inbox and spam/junk folder for the invitation.\nApply Now\nIf you have experience in SaaS or IT support, enjoy troubleshooting technical problems, and know how to communicate solutions clearly and professionally, we’d love to hear from you.\n#TechSupport #TechnicalSupport #ITSupport #Helpdesk #SaaSSupport #CustomerSupport #Zendesk #ServiceNow #Jira #RemoteITJobs #RemoteJobs #Pavago","description_format":"text","description_chars":4316,"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":"Pakistan","iso":"PK","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Recruiting & Staffing","Employer of Record & PEO"],"lifecycle":[{"event":"open","at":"2026-09-09T14:51:52Z"}],"visa":[],"liveness":{"score":17,"band":"cold","label":"Long shot","p_open":1,"p_active":0.464,"p_room":0.36,"age_days":55,"expected_fill_days":33,"reasons":["conf:2","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-11-03T05:54:40Z"},"pay":null,"html_url":"https://alion.io/job/pavago-technical-support-specialist-4","json_url":"https://alion.io/job/pavago-technical-support-specialist-4.json","meta":{"generated_at":"2026-11-03T13:32:47Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":18799,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-04T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1117},"rest":"https://alion.io/mcp/rest/get_company?id=1117"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpavago-technical-support-specialist-4"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpavago-technical-support-specialist-4"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpavago-technical-support-specialist-4"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/pavago-technical-support-specialist-4\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpavago-technical-support-specialist-4"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":573247}},{"tool":"search_jobs","arguments":{"company":"pavago.co","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":573247},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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