Senior Application Support Specialist

About the role

Coforge is hiring a Senior Application Support Specialist to provide technical customer support for B2B SaaS products. The role is fully remote, based in Colombia, and requires working in a 24/7 support environment with rotating schedules.

Key responsibilities

• Provide technical customer support through live chat and ticketing platforms, troubleshooting product, authentication, permissions, connectivity, browser, mobile and application-performance issues.
• Own each customer case from first contact to resolution: reproduce issues, gather diagnostic evidence, propose workarounds and confirm 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 improve the customer experience.

Required profile

• 3+ years of customer or technical support experience, preferably supporting B2B SaaS products.
• Experience independently managing customer cases from intake through resolution.
• Excellent written and spoken English, able to explain technical concepts to non-technical customers.
• Ability to work remotely and collaborate using tools such as Slack.
• Flexibility to work 24/7 with rotating schedules and responsible use of AI tools.

Required skills

• Technical troubleshooting across web and mobile applications, browsers, operating systems, account access, permissions and basic networking.
• Experience with Zendesk, Intercom or comparable support platforms.
• Analytical, methodical approach to technical investigation and strong documentation and case-management skills.
• Preferred: SaaS integrations, APIs, logs and data-sync troubleshooting; enterprise software support; familiarity with maintenance, manufacturing, facilities or asset-management workflows; AI-assisted support tools.