Senior Application Support Specialist

Encora; Colombia; Remote; COP 133,779,000 - 207,039,000; Full time

Job summary

Coforge is seeking a Senior Application Support Specialist to provide remote, 24/7 SaaS support for Colombian-based operations. The role requires 3+ years in customer or technical support for B2B SaaS products, strong English communication, and experience with Zendesk/Intercom.

You will work in a distributed team, handling incidents and improving customer experience. You will resolve issues in a fully remote environment, coordinate with Product and Engineering teams, and contribute to knowledge

Qualifications

• 3+ years of customer or technical support experience in B2B SaaS environments.
• Experience independently managing customer cases from intake through resolution.
• Experience with Zendesk, Intercom, or comparable platforms.

Responsibilities

• Own customer cases from initial contact to resolution, reproducing issues and gathering diagnostics.
• Escalate complex issues with complete documentation including impact, steps, and expected vs. actual behavior.
• Maintain accurate case documentation and contribute to knowledge base; collaborate with Product and Engineering.

Skills

Application Support

SaaS Support

Technical Troubleshooting

Customer Support

Incident Escalation

English Communication

Remote Collaboration

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

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.

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.

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.