Technical Support Specialist
P
PavagoSaaS
Pakistan, U.S. Business HoursFull-TimeJunior
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 1–2 years
- Required Skills
- JiraLinuxNetworkingTechnical supportZendeskServiceNowDatadog
Requirements
- 1–2 years of experience in Technical Support, IT Helpdesk, SaaS Support, or Customer-Facing Troubleshooting.
- Experience with Zendesk, Jira, ServiceNow, Freshdesk.
- Familiarity with SaaS platforms, networking basics, operating systems.
- Strong written and verbal English communication skills.
- Comfortable multitasking across multiple systems and support queues.
- CompTIA A+ or Network+ certifications (ideal).
- Experience supporting APIs, SaaS integrations, or cloud-based platforms (ideal).
- Familiarity with Datadog, Splunk, New Relic (ideal).
- Background in SaaS, IT services, or technical customer support (ideal).
Responsibilities
- Respond to support requests through Zendesk, Freshdesk, Jira Service Desk, ServiceNow.
- Troubleshoot login issues, password resets, connectivity problems, SaaS application errors, browser/system issues.
- Resolve Level 1 & Level 2 technical support requests and guide customers through troubleshooting steps.
- Prioritize incoming tickets based on urgency, SLA requirements, business impact and escalate complex issues.
- Document troubleshooting steps, findings, reproduction details, and escalation notes.
- Support user provisioning, account setup, password resets, permissions management, onboarding, offboarding, and access management.
- Support Windows, macOS, and Linux environments.
- Create and maintain FAQs, troubleshooting guides, and internal documentation.
- Use tools such as Datadog, Splunk, New Relic to monitor alerts and identify recurring technical issues proactively.
- Work closely with QA, Product, Engineering, and DevOps teams to report bugs, feature requests, and customer pain points.
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