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 Own Customer 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.

📌 Technical Support Specialist - (IT Support Specialist) (Ciudad de México)
🏢 Pavago
📍 Ciudad de México