Senior Application Support Specialist

Encora Inc.; Bogotá ciudad; Remote; COP 12,000,000 - 18,000,000; Full time

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.

Skills

Application Support

SaaS Support

Technical Troubleshooting

Zendesk

Intercom

Web & Mobile Apps

Customer Support

Incident Escalation

Tools

Zendesk

Intercom

Job description

Job Title: Senior Application Support Specialist

Key Skills: Application Support, SaaS Support, Technical Troubleshooting, Zendesk, Intercom, Web & Mobile Applications, Customer Support, Incident Escalation

Experience: 3+ YOE.

Location: Colombia

Mode: Remote

We at Coforge are hiring Senior Application Support Specialist (#14816-4-5) with the following skill set.

Key Responsibilities

• Provide technical customer support through live chat and ticketing platforms, troubleshooting product, authentication, permissions, connectivity, browser, mobile, and application-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.

Required Skills & Qualifications

• 3+ years of customer or technical support experience, preferably supporting B2B SaaS products.
• Experience independently managing customer cases from intake through resolution.
• Strong technical troubleshooting skills across web and mobile applications, browsers, operating systems, account access, permissions, and basic networking.
• Experience with Zendesk, Intercom, or comparable customer support platforms.
• Strong analytical and problem-solving skills with a methodical approach to technical investigation.
• Ability to gather diagnostic evidence and create clear, actionable technical escalations.
• Excellent English written and verbal communication skills, including explaining technical concepts to non-technical customers.
• Strong case-management, documentation, organizational, and customer-service skills.
• Ability to work in a fully remote, distributed environment and collaborate effectively using tools such as Slack.
• Flexibility to work within a 24/7 support environment with rotating schedules and ability to use AI tools responsibly while validating AI-generated responses.

Preferred Skills

• Experience troubleshooting SaaS integrations, APIs, logs, or data-synchronization issues.
• Experience supporting enterprise or operational software customers.
• Familiarity with maintenance, manufacturing, facilities, or asset-management workflows.
• Experience with AI-assisted customer support tools.

Posted On: 12-10-2026

At Coforge, we hire professionals based solely on their skills and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.