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Remote Weekend Tech Support – Tier 1 SaaS Troubleshooting
Job Summary
Progressive Technology is seeking a proactive and customer-focused Remote Weekend Tech Support Specialist (Tier 1) to provide first-line technical assistance for our Software-as-a-Service (SaaS) platforms. This role is ideal for individuals who enjoy solving technical problems, supporting customers, and working in a fast-paced digital environment.
As a Tier 1 Support Specialist, you will act as the first point of contact for customers experiencing technical issues. You will diagnose basic system problems, guide users through troubleshooting steps, document cases, and escalate complex issues to higher-tier technical teams when necessary. This is a remote weekend role, designed to ensure our customers receive reliable support outside traditional business hours.
Key Responsibilities
Serve as the first-line support contact for customers experiencing technical issues with SaaS applications.
Respond to customer inquiries via live chat, email, and ticketing systems.
Troubleshoot common issues including login problems, account configuration, integrations, and application performance.
Document customer interactions, troubleshooting steps, and resolutions in the support ticketing system.
Escalate unresolved or complex issues to Tier 2 or engineering teams with clear documentation.
Assist customers with onboarding guidance and basic product usage.
Monitor system alerts and report potential service disruptions.
Maintain knowledge of product updates, system features, and common troubleshooting procedures.
Contribute to internal knowledge base articles and FAQs for common issues.
Required Skills and Qualifications
Bachelors degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
Strong understanding of basic software troubleshooting and SaaS platforms.
Excellent written and verbal English communication skills.
Ability to explain technical concepts in a clear and user-friendly manner.
Familiarity with customer support tools such as Zendesk, Freshdesk, Intercom, or similar ticketing platforms.
Comfortable working remotely and managing tasks independently.
Strong analytical and problem-solving skills.
Experience
1–3 years of experience in technical support, IT helpdesk, or SaaS customer support.
Experience troubleshooting web applications, user accounts, and cloud-based platforms.
Previous experience working in a remote support environment is highly desirable.
Experience supporting international customers is considered an advantage.
Working Hours
Weekend shifts (Saturday and Sunday).
Typical schedule: 8–10 hours per day depending on shift allocation.
Fully remote work environment.
Occasional additional hours may be required during product launches or system incidents.
Knowledge, Skills, and Abilities
Basic understanding of web technologies, APIs, browsers, and cloud-based applications.
Ability to quickly diagnose issues using logs, screenshots, and customer descriptions.
Strong multitasking ability while managing multiple support tickets.
High attention to detail and accurate documentation practices.
Customer-first mindset with patience and empathy.
Ability to collaborate effectively with engineering and product teams.
Benefits
Competitive weekend compensation package.
Fully remote work opportunity with flexible working environment.
Exposure to modern SaaS technologies and cloud platforms.
Professional development and technical training programs.
Opportunity to transition into Tier 2 support, DevOps, or technical engineering roles.
Supportive and collaborative global team culture.
Why Join Progressive Technology
At Progressive Technology, we believe that exceptional support is the foundation of great technology. By joining our team, you will work with innovative SaaS solutions while helping customers succeed. We offer a dynamic, inclusive workplace where technical curiosity, continuous learning, and customer success are highly valued.
You will gain hands-on experience in real-world SaaS troubleshooting, collaborate with talented professionals, and grow your career within a fast-growing technology organization.
How to Apply
Interested candidates are invited to submit the following:
Updated resume/CV
A short cover letter highlighting technical support experience
Details of availability for weekend shifts
Applications can be submitted through the companys online career portal or official recruitment email. Shortlisted candidates will be contacted for an initial virtual interview and technical assessment.
