Senior SaaS Support Specialist (Remote)

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

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