Senior Application Support Engineer – Cvent (L2/L3 Support)

Softtek; Colombia; Híbrido; COP 60.000.000 - 100.000.000; Jornada completa

Descripción de la vacante

Softtek in Colombia seeks an experienced IT Support Engineer to provide L2/L3 support for the Cvent platform and related SaaS environments. You will diagnose incidents, manage escalations, monitor health, and collaborate with CRM/business teams to drive stable operations.

The role requires strong ITIL processes, incident management, and API integrations, with English fluency. Hybrid/Remote work is available according to business needs.

Formación

• 5+ years in Application/Production/Technical Support roles.
• Cvent platform administration and support experience.
• Experience with SaaS apps, cloud environments, and software lifecycle support.
• Incident management, RCA, and problem management knowledge.
• APIs, web services, and data flows between enterprise apps.
• Experience with ticketing systems like ServiceNow or Jira.
• Monitoring, troubleshooting, and performance optimization abilities.
• CRM integrations with Salesforce or Dynamics.
• Familiarity with ITIL-based support processes.
• Ability to analyze logs and system behavior for resolutions.

Responsabilidades

• L2/L3 support for Cvent platform issues and requests.
• Diagnose, troubleshoot, and resolve complex incidents.
• Escalate critical production issues and manage high-priority concerns.
• Monitor platform health and availability.
• Perform RCA and implement preventive actions.
• Collaborate with dev, infra, and business teams to resolve issues.
• Support integrations between Cvent and enterprise systems (CRM/Marketing).
• Maintain technical docs and knowledge base articles.
• Coordinate incident response during outages.
• Identify system improvements and efficiency opportunities.
• Provide guidance and training to end users and stakeholders.
• Ensure SLA adherence and service quality.

Conocimientos

Experience in Application Support

Cvent platform expertise

SaaS & cloud environments

Incident management

Root cause analysis

Problem management

APIs & integrations

ServiceNow

Jira

Monitoring & performance

CRM integrations

ITIL processes

Log analysis

Herramientas

Postman

Descripción del empleo

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.