Support Engineer

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.