Technical Support Specialist (IT Support Specialist)

Be the First Line of Defense for Technical Solutions

Location: Remote (Pakistan)
Job Type: Full-time, Remote
Company: Pavago
Working Hours: U.S. client business hours (flexible shifts, weekends, or on-call rotation based on SLA requirements)

About the Role

Pavago is seeking a Technical Support Specialist to provide timely, effective technical assistance to customers and internal users for our U.S.-based client. This is a remote opportunity where you’ll be the frontline problem-solver, troubleshooting hardware, software, and SaaS issues while ensuring customers feel supported and confident.

You’ll resolve support tickets, provide clear guidance to non-technical users, and escalate complex cases to higher-tier teams—all while maintaining professional, empathetic communication that keeps customers productive and satisfied.

What You’ll Do

Customer Support & Troubleshooting

Respond to support tickets, calls, and chats through platforms like Zendesk, Freshdesk, Jira Service Desk, or ServiceNow
Diagnose and resolve Level 1/Level 2 technical issues including password resets, connectivity problems, and application errors
Provide step-by-step guidance to customers using clear, non-technical language
Maintain a calm, professional demeanor when assisting frustrated customers

Issue Management & Escalation

Escalate unresolved or complex issues to Tier 2/3 support, DevOps, or engineering teams
Document comprehensive troubleshooting steps before handoff to minimize duplication of work
Follow up on escalated issues to ensure timely resolution
Track ticket status and keep customers informed throughout the resolution process

System Administration (Basic)

Perform account provisioning, access permissions, and system resets
Support user onboarding and offboarding processes
Configure basic system settings and user preferences
Maintain user directories and access controls

Documentation & Knowledge Management

Create and update internal support documentation, FAQs, and knowledge base articles
Document recurring issues and proven solutions to improve team resolution speed
Contribute to process improvement by identifying documentation gaps
Maintain clear, searchable records of all support interactions

Proactive Monitoring & Analysis

Use monitoring tools (Datadog, Splunk, New Relic, or equivalent) to identify issues proactively
Report trends and recurring problems to leadership for root cause analysis
Review system alerts and take preventive action when possible
Analyze support metrics to identify areas for improvement

Cross-Functional Collaboration

Partner with product, QA, and engineering teams to provide feedback on bugs and feature requests
Share customer insights to help improve product functionality and user experience
Participate in team meetings and training sessions
Contribute to support team knowledge sharing and best practices

Required Qualifications

Essential Experience

1-2 years of experience in technical support, IT helpdesk, or customer-facing troubleshooting roles
Hands-on experience with ticketing systems (Zendesk, Jira, ServiceNow, Freshdesk, or similar)
Familiarity with SaaS applications, networking basics, and operating systems (Windows, macOS, Linux)
Proven track record of resolving technical issues efficiently

Core Skills

Excellent written and verbal English communication skills (essential for U.S. client support)
Strong problem-solving abilities with methodical troubleshooting approach
Clear, empathetic communicator who can explain technical concepts to non-technical users
Ability to work comfortably across multiple systems and tools simultaneously
Detail-oriented with strong documentation habits
Calm and professional under pressure

Technical Knowledge

Understanding of basic networking concepts (DNS, IP addressing, VPN)
Familiarity with common software applications and web browsers
Basic knowledge of cloud platforms and SaaS architecture
Comfortable learning new technologies and systems quickly

Ideal Qualifications (Nice to Have)

Certifications

CompTIA A+, Network+, or equivalent IT certifications
ITIL Foundation certification
Customer service or technical support certifications

Advanced Experience

Experience supporting APIs, integrations, or SaaS platforms
Exposure to monitoring and logging tools (Datadog, Splunk, New Relic, LogRocket)
Background in database basics or SQL queries for troubleshooting
Experience with remote support tools and screen-sharing software

Industry Experience

Previous work with SaaS companies, IT services, or hardware support
Experience in B2B technical support environments
Familiarity with agile or DevOps workflows
Understanding of software development lifecycle

What a Typical Day Looks Like

Your day as a Technical Support Specialist revolves around keeping customers productive and systems running smoothly:

Morning:

Check ticket queues and prioritize urgent SLA-bound issues
Review overnight alerts and system status updates
Respond to high-priority support tickets requiring immediate attention

Mid-Day:

Troubleshoot customer issues step-by-step, documenting all actions taken
Participate in team huddles or handoff meetings
Escalate complex issues to Tier 2/3 support with detailed notes
Update customers on ticket progress and resolution timelines

Afternoon:

Continue resolving support tickets across calls, chat, and email
Update FAQs and knowledge base articles based on recurring issues identified
Collaborate with product and engineering teams to flag bugs or provide feedback
Monitor system health using available tools

End of Day:

Review key metrics (ticket resolution times, backlog status, CSAT scores)
Document any outstanding issues for next shift
Plan improvements and identify areas for process optimization

In essence: You are the first line of defense for technical problems, ensuring issues are resolved efficiently while keeping customers confident and informed.

Key Performance Indicators (KPIs)

Your success will be measured by:

First Response Time (FRT): Meeting or exceeding SLA requirements
Average Resolution Time (ART): Continuous improvement and faster resolutions
First Contact Resolution (FCR) Rate: Target of ≥70-80%
Customer Satisfaction Score (CSAT): Maintain ≥90%
Knowledge Base Contributions: Regular updates with recurring solutions and best practices
Ticket Backlog Management: Maintaining healthy queue levels
Escalation Quality: Providing detailed, actionable information for Tier 2/3 teams

What Makes You a Perfect Fit

You’re the ideal candidate if you:

Have a genuine passion for helping people solve technical problems
Remain calm and composed when dealing with urgent or frustrated customers
Take pride in clear communication and thorough documentation
Enjoy learning new technologies and systems
Can work independently while being a strong team player
Are comfortable with U.S. business hours and remote work environment
Have a proactive mindset—you spot issues before they become problems
Balance speed with accuracy in your troubleshooting approach

Why Join Pavago?

Work Flexibility

100% remote position – work from anywhere in Pakistan
Flexible shift arrangements based on SLA requirements
Work-from-home setup with international client exposure

Professional Development

Gain experience supporting U.S.-based clients and businesses
Exposure to modern SaaS platforms and enterprise tools
Opportunities to advance to Tier 2/3 support roles
Continuous learning through new technologies and systems

Supportive Environment

Collaborative team culture with knowledge sharing
Clear escalation paths and technical resources
Structured onboarding and training programs
Recognition for excellent customer service

Interview Process

We’ve designed a thorough but efficient interview process:

Initial Phone Screen – Brief introduction and role overview
Video Interview with Pavago Recruiter – Experience review and cultural fit assessment
Practical Task – Resolve 2-3 simulated support tickets or walk through troubleshooting cases
Client Interview – Meet with Support/Engineering Leadership
Offer & Background Verification – Final steps before onboarding

How to Apply

Ready to be the hero customers turn to when technology challenges arise?

Apply Now on Indeed

Please submit:

Your updated resume/CV highlighting relevant technical support experience
Brief cover letter explaining your customer service philosophy and technical background
Any relevant certifications (CompTIA, ITIL, etc.)
Examples of complex technical issues you’ve successfully resolved

Pavago is committed to creating an inclusive workplace and is an equal opportunity employer.

Note: This role requires availability during U.S. business hours. Reliable internet connection and a quiet workspace are essential for this remote position.

About Pavago

Pavago connects talented professionals in Pakistan with exciting opportunities at innovative U.S.-based companies. We specialize in remote placements that offer growth, competitive compensation, and the chance to work with cutting-edge technologies while supporting international clients.