Support Engineer

Summary

Join Encora's SaaS operations team as a Support Engineer. This mid-level, 100% remote role (supporting EST hours) focuses on diagnosing and resolving issues across our cloud-based applications. Collaborate with cross-functional teams to ensure seamless user experiences. Key responsibilities include providing Tier 2/3 technical support, collaborating with engineering and DevOps teams, monitoring system performance, and maintaining internal documentation. You will also participate in on-call rotations and support third-party SaaS tool integrations. The ideal candidate possesses strong technical skills and a customer-focused approach.

Requirements

• 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

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

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