Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 137 days ago

Technical Support Specialist - (IT Support Specialist)

Workable (global search)108,016 open roles

Where
Brazil
Work mode
Remote
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowTechnical Support Specialist - (IT Support Specialist)Workable (global search) · Brazil

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Workable (global search)'s own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

7.9% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 7 days.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 7.9%7 days
  4. 14.9%14 days
  5. 34.0%30 days
This job: posted 137 days ago

Workable (global search) median: 7 days open

The posting

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.

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against Workable (global search)'s own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Workable (global search)'s form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Workable (global search)'s answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.