Technical Support Specialist

Ovii's Interpretation of the Role

Pavago seeks a Technical Support Specialist to provide first‑line troubleshooting for SaaS, internal systems, and hardware. The role is fully remote, serving customers and internal users during U.S. business hours, and focuses on ticket resolution, documentation, and cross‑functional collaboration.

Role Snapshot

• Remote first‑line technical support
• SaaS and hardware troubleshooting
• Ticket triage and escalation
• User onboarding & access management
• Knowledge‑base creation
• Monitoring & issue detection

Must-Have Requirements

• Technical Support
• IT Helpdesk
• SaaS Support
• Ticket Management
• Troubleshooting
• Zendesk
• Freshdesk
• Jira Service Desk
• ServiceNow
• Windows/macOS/Linux
• User provisioning & access management
• Documentation

Nice-to-Have Signals

• CompTIA A+ or Network+ certification
• API or SaaS integration support
• Datadog
• Splunk
• New Relic
• API integration support
• cloud platform troubleshooting

Work Setup

• Location: Dubai, United Arab Emirates
• Work mode: REMOTE
• Remote scope: COUNTRY_RESTRICTED
• Remote countries: United Arab Emirates
• Employment type: Full-Time

Eligibility Gates

• Visa sponsorship: unknown

Application Requirements

• Assessment mentioned

Not Specified in JD

• Salary range
• Visa sponsorship
• Relocation
• Notice period
• Security clearance

What You'll Likely Work On

• Respond to and resolve Level 1‑2 support tickets via Zendesk, Freshdesk, Jira Service Desk, or ServiceNow
• Troubleshoot login issues, password resets, connectivity problems, and SaaS platform errors
• Guide customers using clear, non‑technical language and ensure a positive experience
• Prioritize tickets by urgency, SLA, and business impact; escalate complex cases to Tier 2/3 or engineering
• Document troubleshooting steps, findings, and escalation notes; maintain FAQs and support guides
• Perform basic system‑admin tasks such as user provisioning, account setup, and permissions management across Windows, macOS, and Linux
• Monitor alerts with Datadog, Splunk, or New Relic, identify recurring issues, and report trends
• Collaborate with QA, Product, DevOps, and Engineering teams to relay bugs, feature requests, and customer feedback

Good Fit If You Have

• Calm under pressure with strong problem‑solving mindset
• Excellent written and verbal English communication, empathetic with users
• Detail‑oriented and comfortable maintaining accurate documentation