Senior Cvent Platform Support Engineer - Remote/Hybrid

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

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.