{"id":135691,"url":"https://alion.io/job/pavago-technical-support-specialist-it-support-specialist","title":"Technical Support Specialist - (IT 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":0.98,"repost_share":0,"time_to_fill_p50_days":33,"computed_at":"2026-11-04T06:34:25Z"}},"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 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Zendesk/Jira) - Remote | U.S. Hours\nPosition Type: Full-Time, Remote\nWorking Hours: U.S. Business Hours\nAbout the Role\nWe’re hiring a Tech Support Specialist to provide fast, clear, and effective technical support for customers and internal users.\nThis 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.\nIf you’re a strong troubleshooter, clear communicator, and comfortable supporting SaaS, software, hardware, or IT helpdesk issues, this role is for you.\nWhat You’ll Own\nCustomer Support & Troubleshooting\nRespond to support tickets, calls, and chats through platforms like:\nZendesk\nFreshdesk\nJira Service Desk\nServiceNow\nDiagnose and resolve Level 1 / Level 2 technical issues\nSupport common issues such as:\nPassword resets\nConnectivity problems\nApp errors\nAccess issues\nExplain technical solutions in clear, simple language\nIssue Escalation\nEscalate complex issues to Tier 2/3 support, DevOps, or engineering\nDocument troubleshooting steps before escalation\nEnsure handoffs are clear, complete, and easy to act on\nBasic System Administration\nHandle account provisioning and access permissions\nPerform system resets and user access updates\nSupport onboarding and offboarding workflows\nDocumentation & Knowledge Base\nCreate and update FAQs and support documentation\nDocument recurring issues and solutions\nImprove resolution speed through better internal knowledge resources\nMonitoring & Alerts\nUse monitoring tools such as Datadog, Splunk, New Relic, or similar\nIdentify issues proactively when possible\nReport recurring problems and trends for root cause analysis\nCollaboration\nWork with product, QA, and engineering teams\nShare customer insights, bug reports, and feature feedback\nSupport continuous improvement in product and support processes\nWhat Makes You a Strong Fit\nClear, empathetic communicator\nStrong problem-solving and troubleshooting skills\nCalm and professional with frustrated users\nComfortable working across multiple systems\nDetail-oriented with strong documentation habits\nAble to manage tickets, priorities, and SLAs\nRequirements\n1-2 years of experience in:\nTechnical support\nIT helpdesk\nCustomer-facing troubleshooting\nExperience with ticketing tools such as Zendesk, Jira, or ServiceNow\nFamiliarity with:\nSaaS applications\nNetworking basics\nWindows, macOS, or Linux\nStrong written and verbal English communication\nComfortable working remote during U.S. business hours\nNice to Have\nCompTIA A+, Network+, or similar certification\nExperience supporting APIs, integrations, or SaaS platforms\nExposure to monitoring tools such as Datadog, Splunk, or New Relic\nExperience in SaaS, IT services, or hardware support\nTools & Tech\nZendesk / Freshdesk / Jira Service Desk / ServiceNow\nDatadog / Splunk / New Relic\nWindows / macOS / Linux\nSaaS applications and internal admin tools\nWhat Success Looks Like\nFast first response times within SLA\nReduced average resolution time\nStrong first contact resolution rate\nHigh customer satisfaction scores\nClear documentation and updated knowledge base articles\nSmooth escalation and handoff process\nKey Metrics (KPIs)\nFirst Response Time (FRT)\nAverage Resolution Time (ART)\nFirst Contact Resolution (FCR) of 70-80%+\nCSAT score of 90%+\nKnowledge base updated with recurring solutions\nInterview Process\nInitial Phone Screen\nVideo Interview with Pavago Recruiter\nPractical Task: simulated support tickets or troubleshooting case\nClient Interview with Support/Engineering Leadership\nOffer & Background Verification\nApply Now\nIf you’re a Tech Support Specialist who can troubleshoot issues, communicate clearly, and keep customers confident, we’d love to hear from you.\nApply now and help deliver fast, reliable technical 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