Senior Application Support Specialist

Encora · Colombia

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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.

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