Senior Application Support Specialist

encora10; United States; Remote; USD 34,000 - 55,000; Full time

Job summary

encora10 is seeking a technical support specialist to assist customers of a software product across web and mobile platforms. You will manage cases from initial report to resolution, methodically investigate issues, and coordinate with cross-functional teams when deeper attention is needed.

You’ll respond via live chat and ticketing tools, reproduce problems, gather diagnostics, propose workarounds, and document outcomes.

Qualifications

• At least 3 years of customer or technical support experience; experience with business software delivered as a service is useful.
• Experience managing customer cases independently from intake to resolution.
• Strong troubleshooting skills across web and mobile apps, browsers, operating systems, account access, permissions, and basic networking.
• Familiarity with Zendesk, Intercom, or a comparable support platform.
• Clear written and spoken English, including the ability to explain technical issues to non-technical customers.
• Strong analytical, organizational, documentation, and customer service skills; able to gather evidence and write actionable escalations.
• Comfortable collaborating remotely across a distributed team, working rotating schedules in a 24/7 support environment, and checking AI-generated responses before use.

Responsibilities

• Respond to customer questions through live chat and ticketing tools, investigating application, account access, permissions, connectivity, browser, mobile, and performance issues.
• Own cases through resolution by reproducing reported problems, collecting diagnostic details, offering workarounds, and confirming outcomes with customers.
• Escalate complex issues with clear records of customer impact, reproduction steps, expected and observed behavior, investigation, logs, and other evidence.
• Keep case records accurate, contribute to support knowledge, and flag recurring problems.
• Work with support colleagues, Product, and Engineering to improve the customer experience.

Skills

Troubleshooting

Web & mobile apps

Account access & permissions

Networking basics

Written & verbal English

Documentation

Tools

Zendesk

Intercom

Ticketing systems

Job description

Role overview

Provide technical support for a software product, helping customers resolve issues across web and mobile applications. You’ll manage cases from first report through resolution, investigate problems methodically, and coordinate with other technical teams when an issue needs deeper attention.

Responsibilities

• Respond to customer questions through live chat and ticketing tools, investigating application, account access, permissions, connectivity, browser, mobile, and performance issues.
• Own cases through resolution by reproducing reported problems, collecting diagnostic details, offering workarounds, and confirming outcomes with customers.
• Escalate complex issues with clear records of customer impact, reproduction steps, expected and observed behavior, investigation, logs, and other evidence.
• Keep case records accurate, contribute to support knowledge, and flag recurring problems.
• Work with support colleagues, Product, and Engineering to improve the customer experience.

Requirements

• At least 3 years of customer or technical support experience; experience with business software delivered as a service is useful.
• Experience managing customer cases independently from intake to resolution.
• Strong troubleshooting skills across web and mobile apps, browsers, operating systems, account access, permissions, and basic networking.
• Familiarity with Zendesk, Intercom, or a comparable support platform.
• Clear written and spoken English, including the ability to explain technical issues to non-technical customers.
• Strong analytical, organizational, documentation, and customer service skills; able to gather evidence and write actionable escalations.
• Comfortable collaborating remotely across a distributed team, working rotating schedules in a 24/7 support environment, and checking AI-generated responses before use.

Nice to have

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

Benefits and work setup

• Remote role based in Colombia.