# Senior Application Support Specialist at Encora

Senior Application Support Specialist at Encora in Colombia. Remote. Posted October 12, 2026.

- Company: Encora
- Location: Colombia
- Workplace: Remote
- Experience: 3+ years
- Posted: 2026-10-12
- Apply: https://job-boards.greenhouse.io/encora10/jobs/5255623007
- Source: https://jobmagic.ai/jobs/senior-application-support-specialist-encora-d14rkj

## Requirements

- 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.

## 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**

- 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.