Overview
Technical Support Specialist Jobs in Abu Dhabi, UAE/Dubai at Pavago
Tech Support Specialist (SaaS, Helpdesk, IT Support & Troubleshooting) – Remote
Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours
About the Role
At Pavago, one of our clients is hiring a Tech Support Specialist to provide technical troubleshooting and support across SaaS platforms, internal systems, hardware, and customer-facing applications.
This is a hands‑on support role focused on:
- Technical troubleshooting
- Ticket resolution
- SaaS support operations
- User onboarding & access management
- Knowledge base documentation
- Customer support and issue escalation
You’ll act as the frontline technical resource helping customers and internal users resolve issues quickly, professionally, and efficiently.
If you enjoy:
- solving technical problems
- troubleshooting systems
- helping users navigate software issues
- working in fast‑paced support environments
this role is a strong fit.
What You’ll Own
Technical Support & Troubleshooting
- Respond to technical support requests through platforms such as:
- Zendesk
- Freshdesk
- Jira Service Desk
- Service Now
- Troubleshoot:
- login issues
- password resets
- connectivity problems
- SaaS platform errors
- browser and system‑related issues
- Resolve Level 1 & Level 2 support requests
- Guide customers through troubleshooting steps using simple, non‑technical language
- Ensure users feel informed and supported throughout the resolution process
Ticket Management & Escalation
- Prioritize incoming tickets based on:
- urgency
- SLA requirements
- business impact
- Escalate complex issues to:
- Tier 2/3 Support
- Dev Ops
- Engineering teams
- Document:
- troubleshooting steps
- findings
- reproduction details
- escalation notes
- Maintain clean and accurate support documentation
Basic System Administration
- Support:
- user provisioning
- account setup
- password resets
- permissions management
- Assist with:
- onboarding
- offboarding
- access control workflows
- Support:
- Windows
- macOS
- Linux environments
Knowledge Base & Documentation
- Create and maintain:
- FAQs
- troubleshooting guides
- internal support documentation
- Identify recurring issues and document solutions
- Improve first‑contact resolution rates through stronger documentation and workflows
Monitoring & Issue Detection
- Use monitoring tools such as:
- Datadog
- Splunk
- New Relic
- Monitor alerts and identify recurring technical issues proactively
- Report trends and recurring incidents for long‑term resolution and process improvement
Cross‑Functional Collaboration
- Work closely with:
- QA
- Product
- Engineering
- Dev Ops teams
- Report:
- bugs
- feature requests
- customer pain points
- Share customer feedback to improve product functionality and support operations
What Makes You a Strong Fit
- Calm and professional under pressure
- Strong troubleshooting and problem‑solving mindset
- Excellent communicator with empathy and patience
- Detail‑oriented with strong documentation habits
- Comfortable working independently in remote support environments
- Focused on both technical resolution and customer experience
Requirements (Must‑Have)
Experience
- 1‑2+ years of experience in:
- Technical Support
- IT Helpdesk
- SaaS Support
- Customer‑Facing Troubleshooting
Technical Skills
- Experience with:
- Zendesk
- Jira
- Service Now
- Freshdesk
- Familiarity with:
- SaaS platforms
- networking basics
- operating systems
- Comfortable managing multiple systems and support queues simultaneously
Communication Skills
- Strong written and verbal English communication
- Ability to explain technical issues clearly to non‑technical users
- Strong multitasking and organizational skills
Nice to Have
- CompTIA A+ or Network+ certifications
- Experience supporting:
- APIs
- SaaS integrations
- cloud‑based platforms
- Familiarity with:
- Datadog
- Splunk
- New Relic
- Background in:
- SaaS
- IT services
- technical customer support
Tools & Platforms
- Zendesk
- Jira Service Desk
- Service Now
- Freshdesk
- Datadog
- Splunk
- New Relic
- SaaS & cloud‑based platforms
What a Typical Day Looks Like
- Review support queues and prioritize urgent tickets
- Troubleshoot SaaS and technical support requests
- Resolve customer and internal system issues
- Escalate complex problems with detailed documentation
- Update FAQs and support documentation
- Collaborate with engineering and product teams on bugs and improvements
- Monitor support metrics and identify recurring issues
In short:
You are the first line of technical support – helping users stay productive while ensuring issues…
Title: Technical Support Specialist
Company: Pavago
Location: Abu Dhabi, UAE/Dubai
Category: