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Technical Support Specialist

11 hours, 6 minutes ago
Bahrain, Oman, Qatar, United Arab Emirates
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
Datadog JIRA Linux macOS New Relic Splunk
Apply Now
Pavago

Pavago

Pavago specializes in connecting small and medium-sized businesses with skilled offshore talent from Pakistan and Latin America, offering a streamlined recruitment process that enables the hiring, onboarding, and payment of remote employees at signific...

IT Services
Founded 2023
View All Jobs 521

Description

  • Respond to technical support requests through helpdesk platforms such as Zendesk, Freshdesk, Jira Service Desk, and ServiceNow.
  • Troubleshoot login issues, password resets, connectivity problems, SaaS platform errors, and browser or system-related issues.
  • Resolve Level 1 and Level 2 support requests while guiding users through clear, non-technical troubleshooting steps.
  • Prioritize incoming tickets based on urgency, SLA requirements, and business impact.
  • Escalate complex issues to Tier 2/3 Support, DevOps, and Engineering teams with detailed notes and reproduction steps.
  • Document troubleshooting steps, findings, escalation details, FAQs, and internal support guides.
  • Support user provisioning, account setup, permissions management, onboarding, offboarding, and access control workflows.
  • Monitor alerts and recurring incidents using tools such as Datadog, Splunk, and New Relic.
  • Collaborate with QA, Product, Engineering, and DevOps teams to report bugs, feature requests, and customer pain points.
  • Track recurring issues, improve first-contact resolution, and contribute to support process improvements.

Requirements

  • 1–2+ years of experience in technical support, IT helpdesk, SaaS support, or customer-facing troubleshooting.
  • Experience using Zendesk, Jira, ServiceNow, or Freshdesk.
  • Familiarity with SaaS platforms, networking basics, and operating systems.
  • Strong written and verbal English communication skills.
  • Ability to explain technical issues clearly to non-technical users.
  • Strong multitasking, organizational, and documentation skills.
  • Comfort managing multiple systems and support queues simultaneously.
  • Ability to work independently in a remote support environment during U.S. business hours.
  • CompTIA A+ or Network+ certification is preferred.
  • Experience supporting APIs, SaaS integrations, or cloud-based platforms is preferred.

Benefits

  • Full-time remote position with U.S. business hours.
  • Opportunity to work with modern SaaS support systems, monitoring tools, and cloud platforms.
  • Clear growth path into Tier 2 Support, Systems Administration, DevOps, or Customer Success Engineering.
  • Collaboration with technical teams across support, product, engineering, and DevOps.
  • Hands-on experience improving systems, documentation, and support operations.

Interested in this position?

Apply directly on the company website

Apply Now

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