Technical Support Specialist

Ovii's Interpretation of the Role

Pavago seeks a Technical Support Specialist to provide hands‑on troubleshooting for SaaS applications, internal systems and hardware. The role resolves tickets, creates documentation and collaborates with engineering while working remotely on U.S. business hours.

Role Snapshot

• Remote full‑time technical support
• SaaS and internal system troubleshooting
• Ticket triage and escalation
• Knowledge‑base creation
• Cross‑functional collaboration

Must-Have Requirements

• Technical Support
• IT Helpdesk
• SaaS Support
• Ticket Management
• Zendesk
• Freshdesk
• Jira Service Desk
• ServiceNow
• Strong written English communication
• Customer‑facing communication

Nice-to-Have Signals

• CompTIA A+ certification
• CompTIA Network+ certification
• API integration support
• Cloud platform support
• Familiarity with SaaS platforms
• Networking basics
• Operating systems (Windows, macOS, Linux)
• Datadog
• Splunk
• New Relic
• CompTIA certifications
• CompTIA A+
• CompTIA Network+

Work Setup

• Location: United States
• Work mode: REMOTE
• Remote scope: COUNTRY_RESTRICTED
• Remote countries: United States
• Timezone: U.S. Business Hours
• Employment type: Full-Time

Eligibility Gates

• Visa sponsorship: unknown
• Background check: Background Verification

Not Specified in JD

• Visa sponsorship
• Salary range
• Education requirement
• Relocation
• Notice period
• Travel
• Security clearance
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Respond to support requests via Zendesk, Freshdesk, Jira Service Desk or ServiceNow
• Troubleshoot login, password, connectivity and SaaS platform errors
• Resolve Level 1‑2 tickets and guide users with non‑technical language
• Prioritize tickets by urgency, SLA and business impact; escalate complex cases
• Document steps, findings and escalation notes; maintain FAQs and guides
• Perform basic system administration (user provisioning, permissions, OS support)
• Monitor alerts with Datadog, Splunk or New Relic and report recurring issues
• Collaborate with QA, Product, Engineering and DevOps to relay bugs and feedback

Good Fit If You Have

• Calm under pressure with strong empathy
• Detail‑oriented documentation habits
• Comfortable working independently in a remote environment