Senior Application Support Specialist

Job 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.