Remote Senior SaaS Support Engineer

Encora Inc.

Bogotá ciudad

Remote

COP 12,000,000 - 18,000,000

Full time

4 hours ago

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Job summary

Coforge is seeking a Senior Application Support Specialist to provide expert technical support for B2B SaaS products. You will handle live chat and ticketing, troubleshoot across web and mobile apps, and own cases end-to-end in a fully remote, distributed setting.

The role demands 3+ years in customer or technical support, strong English communication, and experience with platforms like Zendesk or Intercom. Collaboration with Product and Engineering is key to improving the customer experience.

Qualifications

3+ years in customer or technical support for B2B SaaS.
Experience independently managing customer cases from intake through resolution.
Strong technical troubleshooting across web and mobile apps, browsers, OS, permissions, and networking basics.
Experience with Zendesk, Intercom, or comparable platforms.
Strong analytical and problem-solving skills with methodical technical investigation.
Ability to gather diagnostic evidence and create clear escalations.
Excellent English written and verbal communication, including explaining tech concepts to non-technical customers.
Strong case-management, documentation, and organizational skills.
Ability to work in a fully remote, distributed environment using Slack.

Responsibilities

Provide technical customer support through live chat and ticketing platforms, troubleshooting product, authentication, permissions, connectivity, browser, mobile, and app-performance issues.
Independently own customer cases from initial contact through resolution, reproducing issues, gathering diagnostic evidence, providing workarounds, and confirming successful outcomes.
Escalate complex technical issues with complete documentation, including business impact, reproduction steps, expected and actual behavior, troubleshooting performed, logs, and supporting evidence.
Maintain accurate case documentation, contribute to knowledge-base content, identify recurring issues, and collaborate with senior support, Product, and Engineering teams to continuously improve the customer experience.