Job Description

• 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.

• 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.

• 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.

• 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.

• English: Advanced / Fluent (spoken and written)

• 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.