Senior SaaS Support Engineer — Remote (24/7)

Encora; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

Coforge is seeking a Senior Application Support Specialist to deliver high-quality technical customer support for SaaS products. The role requires strong troubleshooting across web and mobile apps, with responsibility for case ownership and escalation when needed.

You will work in a fully remote, distributed environment, collaborating with cross-functional teams to resolve issues, document outcomes, and contribute to knowledge base improvements. English communication is essential.

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.

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.

Skills

Application support

SaaS support

Technical troubleshooting

Zendesk

Intercom

Web applications

Mobile applications

Customer support

Incident escalation

Job description

Coforge is seeking a Senior Application Support Specialist to deliver high-quality technical customer support for SaaS products. The role requires strong troubleshooting across web and mobile apps, with responsibility for case ownership and escalation when needed.

You will work in a fully remote, distributed environment, collaborating with cross-functional teams to resolve issues, document outcomes, and contribute to knowledge base improvements. English communication is essential.