<p></p> <p><strong>Job Title:</strong> Senior Application Support Specialist</p> <p><strong>Key Skills:</strong> Application Support, SaaS Support, Technical Troubleshooting, Zendesk, Intercom, Web & Mobile Applications, Customer Support, Incident Escalation</p> <p><strong>Experience:</strong> 3+ YOE.</p> <p><strong>Location:</strong> Colombia</p> <p><strong>Mode:</strong> Remote</p> <p>We at Coforge are hiring Senior Application Support Specialist (#14816-4-5) with the following skill set.</p> <p><strong>Key Responsibilities</strong></p> <ul> <li> <p>Provide technical customer support through live chat and ticketing platforms, troubleshooting product, authentication, permissions, connectivity, browser, mobile, and application-performance issues.</p> </li> <li> <p>Independently own customer cases from initial contact through resolution, reproducing issues, gathering diagnostic evidence, providing workarounds, and confirming successful outcomes.</p> </li> <li> <p>Escalate complex technical issues with complete documentation, including business impact, reproduction steps, expected and actual behavior, troubleshooting performed, logs, and supporting evidence.</p> </li> <li> <p>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.</p> </li> </ul> <p><strong>Required Skills & Qualifications</strong></p> <ul> <li> <p>3+ years of customer or technical support experience, preferably supporting B2B SaaS products.</p> </li> <li> <p>Experience independently managing customer cases from intake through resolution.</p> </li> <li> <p>Strong technical troubleshooting skills across web and mobile applications, browsers, operating systems, account access, permissions, and basic networking.</p> </li> <li> <p>Experience with Zendesk, Intercom, or comparable customer support platforms.</p> </li> <li> <p>Strong analytical and problem-solving skills with a methodical approach to technical investigation.</p> </li> <li> <p>Ability to gather diagnostic evidence and create clear, actionable technical escalations.</p> </li> <li> <p>Excellent English written and verbal communication skills, including explaining technical concepts to non-technical customers.</p> </li> <li> <p>Strong case-management, documentation, organizational, and customer-service skills.</p> </li> <li> <p>Ability to work in a fully remote, distributed environment and collaborate effectively using tools such as Slack.</p> </li> <li> <p>Flexibility to work within a 24/7 support environment with rotating schedules and ability to use AI tools responsibly while validating AI-generated responses.</p> </li> </ul> <p><strong>Preferred Skills:</strong></p> <ul> <li> <p>Experience troubleshooting SaaS integrations, APIs, logs, or data-synchronization issues.</p> </li> <li> <p>Experience supporting enterprise or operational software customers.</p> </li> <li> <p>Familiarity with maintenance, manufacturing, facilities, or asset-management workflows.</p> </li> <li> <p>Experience with AI-assisted customer support tools.</p> </li> </ul> <p><strong>Posted On:</strong> 12-10-2026</p> <p>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.</p>