Job description
Encora is looking for a technically skilled and customer-focused Support Engineer to join our SaaS operations team. In this mid-level role, you’ll be responsible for diagnosing and resolving issues across our cloud-based applications, collaborating with cross-functional teams, and ensuring a seamless experience for our users.
This position is 100% remote supporting EST work hours.
Key Responsibilities:
- Provide Tier 2⁄3 technical support for our SaaS platform, including incident triage, root cause analysis, and resolution.
- Collaborate with engineering and DevOps teams to escalate and resolve complex technical problems.
- Monitor system performance and proactively identify areas for improvement.
- Provide professional and timely response in the ticketing system of ServiceNow
- Maintain and enhance internal documentation, runbooks, and support knowledge bases.
- Participate in on-call rotations and contribute to incident response and postmortem processes.
- Support integration and configuration of third-party SaaS tools and services.
Key Skills & Technologies:
- Scripting: PowerShell, Bash, Python, YAML, JSON or similar
- SaaS Tools: HP ALM – for test management and defect tracking.
- Jira & Atlassian Suite – for issue tracking, documentation, and collaboration.
- GitHub– for version control and codebase familiarity.
- Salesforce – for CRM-related support and integration troubleshooting.
Preferred Qualifications:
- 5-9 years of experience in a technical support or DevOps role within a SaaS environment.
- Experience with customer support platforms (e.g., Zendesk, ServiceNow).
- Strong communication skills and a proactive, customer-first mindset.
