App Support Engineer Web-based Sr

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.