Technical Support Specialist - (IT Support Specialist)

Pavago

Costa Rica Remote permanent

Posted: May 4, 2026

Quick Summary

We are seeking a highly skilled Tech Support Specialist to join our team and provide top-notch technical support to our customers and internal users. The ideal candidate will have excellent communication and problem-solving skills, with the ability to work independently and as part of a remote team. The successful candidate will be responsible for resolving complex technical issues and providing clear and effective solutions to customers.

Job Description

Tech Support Specialist (IT Helpdesk, SaaS Support, Zendesk/Jira) – Remote | U.S. Hours

Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours

About the Role

We’re hiring a Tech Support Specialist to provide fast, clear, and effective technical support for customers and internal users.

This role is focused on resolving Level 1 and Level 2 technical issues, managing support tickets, documenting solutions, and escalating complex cases to engineering or higher-tier support teams.

If you’re a strong troubleshooter, clear communicator, and comfortable supporting SaaS, software, hardware, or IT helpdesk issues, this role is for you.

What You’ll Own

Customer Support & Troubleshooting

• Respond to support tickets, calls, and chats through platforms like:
• Zendesk
• Freshdesk
• Jira Service Desk
• ServiceNow

• Diagnose and resolve Level 1 / Level 2 technical issues
• Support common issues such as:
• Password resets
• Connectivity problems
• App errors
• Access issues

• Explain technical solutions in clear, simple language

Issue Escalation

• Escalate complex issues to Tier 2/3 support, DevOps, or engineering
• Document troubleshooting steps before escalation
• Ensure handoffs are clear, complete, and easy to act on

Basic System Administration

• Handle account provisioning and access permissions
• Perform system resets and user access updates
• Support onboarding and offboarding workflows

Documentation & Knowledge Base

• Create and update FAQs and support documentation
• Document recurring issues and solutions
• Improve resolution speed through better internal knowledge resources

Monitoring & Alerts

• Use monitoring tools such as Datadog, Splunk, New Relic, or similar
• Identify issues proactively when possible
• Report recurring problems and trends for root cause analysis

Collaboration

• Work with product, QA, and engineering teams
• Share customer insights, bug reports, and feature feedback
• Support continuous improvement in product and support processes

What Makes You a Strong Fit

• Clear, empathetic communicator
• Strong problem-solving and troubleshooting skills
• Calm and professional with frustrated users
• Comfortable working across multiple systems
• Detail-oriented with strong documentation habits
• Able to manage tickets, priorities, and SLAs

Requirements

• 1–2 years of experience in:
• Technical support
• IT helpdesk
• Customer-facing troubleshooting

• Experience with ticketing tools such as Zendesk, Jira, or ServiceNow
• Familiarity with:
• SaaS applications
• Networking basics
• Windows, macOS, or Linux

• Strong written and verbal English communication
• Comfortable working remote during U.S. business hours

Nice to Have

• CompTIA A+, Network+, or similar certification
• Experience supporting APIs, integrations, or SaaS platforms
• Exposure to monitoring tools such as Datadog, Splunk, or New Relic
• Experience in SaaS, IT services, or hardware support

Tools & Tech

• Zendesk / Freshdesk / Jira Service Desk / ServiceNow
• Datadog / Splunk / New Relic
• Windows / macOS / Linux
• SaaS applications and internal admin tools

What Success Looks Like

• Fast first response times within SLA
• Reduced average resolution time
• Strong first contact resolution rate
• High customer satisfaction scores
• Clear documentation and updated knowledge base articles
• Smooth escalation and handoff process

Key Metrics (KPIs)

• First Response Time (FRT)
• Average Resolution Time (ART)
• First Contact Resolution (FCR) of 70–80%+
• CSAT score of 90%+
• Knowledge base updated with recurring solutions

Interview Process

• Initial Phone Screen
• Video Interview with Pavago Recruiter
• Practical Task: simulated support tickets or troubleshooting case
• Client Interview with Support/Engineering Leadership
• Offer & Background Verification

Apply Now

If you’re a Tech Support Specialist who can troubleshoot issues, communicate clearly, and keep customers confident, we’d love to hear from you.

Apply now and help deliver fast, reliable technical support.

Why Apply Through MisuJob?

AI-Powered Job Matching: MisuJob uses advanced artificial intelligence to analyze your skills, experience, and career goals. Our matching algorithm compares your profile against thousands of job requirements to find positions where you have the highest chance of success. This saves you hours of manual job searching and ensures you only see relevant opportunities.

One-Click Applications: Once you create your profile, applying to jobs is effortless. Your resume and cover letter are automatically tailored to highlight the most relevant experience for each position. You can apply to multiple jobs in minutes, not hours.

Career Intelligence: Beyond job matching, MisuJob provides valuable career insights. See how your skills compare to market demands, identify skill gaps to address, and understand salary benchmarks for your experience level. Make data-driven decisions about your career path.

Frequently Asked Questions

How do I apply for this position?

Click the "Register to Apply" button above to create a free MisuJob account. Once registered, you can apply with one click and track your application status in your dashboard.

Is MisuJob free for job seekers?

Yes, MisuJob is completely free for job seekers. Create your profile, get matched with jobs, and apply without any cost. We help you find your dream job without any hidden fees.

How does AI matching work?

Our AI analyzes your resume, skills, and experience to understand your professional profile. It then compares this against job requirements using natural language processing to calculate a match percentage. Higher matches mean better fit for the role.

Can I apply to jobs in other countries?

Absolutely. MisuJob features jobs from companies worldwide, including remote positions. Filter by location or look for remote opportunities to find jobs that match your preferences.

Ready to Apply?

Join thousands of job seekers using MisuJob's AI to find and apply to their dream jobs automatically.