Requirements

Required – Technical Skills

- 5+ years of experience in Application Support, Production Support, or Technical Support roles.
- Hands‑on experience administering and supporting the Cvent platform.
- Strong knowledge of SaaS applications, cloud-based environments, and software lifecycle support.
- Experience with Incident Management, Root Cause Analysis (RCA), and Problem Management processes.
- Understanding of system integrations, APIs, web services, and data flows between enterprise applications.
- Experience working with ticketing and service management platforms such as ServiceNow, Jira, or similar tools.
- Knowledge of monitoring, troubleshooting, and performance optimization techniques.
- Experience supporting CRM integrations such as Salesforce, Microsoft Dynamics, or similar platforms.
- Familiarity with ITIL-based support processes and best practices.
- Ability to analyze logs, system behavior, and technical issues to identify resolutions efficiently.

Required – Soft Skills

- Strong analytical and problem-solving skills.
- Excellent verbal and written communication skills.
- Strong customer service and stakeholder management capabilities.
- Ability to manage multiple priorities in a fast-paced environment.
- Proactive attitude and ownership mindset.
- Ability to collaborate effectively with technical and business teams.
- Experience handling high-priority incidents and critical escalations.
- Strong documentation and knowledge-sharing abilities.

Nice to Have – (Technical Skills)

- Cvent certifications or advanced Cvent platform experience.
- Experience supporting Event Management or Hospitality Technology platforms.
- Knowledge of Salesforce, Marketo, HubSpot, or other Marketing Automation platforms.




- Experience with SQL queries and basic database troubleshooting.
- Knowledge of API testing tools such as Postman.
- Experience supporting virtual event platforms and attendee engagement solutions.
- Familiarity with monitoring tools such as Datadog, Splunk, New Relic, or similar.
- Exposure to Agile and DevOps environments.

Responsibilities (Activities to be Perform)

- Provide L2/L3 support for Cvent platform issues and service requests.
- Diagnose, troubleshoot, and resolve complex application incidents.
- Serve as the escalation point for critical production issues and high-priority customer concerns.
- Monitor platform performance, availability, and operational health.
- Perform Root Cause Analysis and implement corrective and preventive actions.
- Collaborate with development, infrastructure, and business teams to resolve issues.
- Support integrations between Cvent and enterprise systems such as CRM and marketing automation platforms.
- Maintain technical documentation, troubleshooting guides, and knowledge base articles.
- Coordinate incident response and communication during outages or service disruptions.
- Identify opportunities for system improvements and operational efficiency.
- Provide guidance, training, and support to end users and stakeholders.
- Ensure adherence to SLA commitments and service quality standards.

Required Languages

- English: Advanced / Fluent (spoken and written)

Additional Information

Travel Requirements

- Not specified.

Special Conditions

- Contract: To be defined.
- Work Modality: Hybrid / Remote (according to business requirements).
- Location: Colombia
- Availability to participate in on-call rotations and support critical incidents outside standard business hours when required.

#J-18808-Ljbffr

📌 Senior Application Support Engineer – Cvent/Support) (Colombia)
🏢 Softtek
📍 Colombia