IT Support Technician - CRM & Marketing Platforms (Level 2 Support)

Job Title: IT Support Technician – CRM & Marketing Platforms (Level 2 Support)
Location: Full Remote
Duration: 6–18 Month Contract
Interview Mode: Video Interview Required


Job Description:

Must have:
Required Experience
• Minimum 3+ years of enterprise IT support experience
• Strong experience in Level 2 application support roles
• Experience supporting CRM or marketing technology platforms
• Hands-on experience with:
o Microsoft O365
o Active Directory
o Citrix
o ServiceNow (preferred)
o Braze (strongly preferred)
o Smartling
o Sageflo Radiate
• Experience supporting user access, onboarding, and system troubleshooting
• Strong ticket management and escalation handling experience
• Excellent communication and customer service skills
• Ability to support multiple teams across enterprise environments
• Enterprise corporate IT support experience (large organizations preferred)
• Experience supporting marketing operations or CRM teams
• Exposure to SaaS-based marketing platforms
• Experience in hospitality, retail, financial services, or healthcare environments
• Experience working in structured, process-driven support organizations
Must Have:
Core Responsibilities
Level 2 Application Support
• Serve as Level 2 support for CRM, marketing operations, and engineering users
• Manage and resolve escalated ServiceNow tickets from Level 1 support
• Troubleshoot platform, access, configuration, and user workflow issues
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CRM & Marketing Platform Support
Provide support across enterprise marketing tools including:
• Braze
• Sageflo Radiate
• Smartling
• ServiceNow
• Hyatt marketing CMS and personalization tools
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Incident & Ticket Management
• Monitor, triage, and resolve ServiceNow tickets
• Ensure timely resolution of access, onboarding, and system issues
• Identify recurring issues and escalate systemic problems appropriately
________________________________________
Position Overview
Hyatt is seeking a Level 2 IT Support Technician to provide hands-on technical support for enterprise CRM and marketing technology platforms used across corporate teams, hotel properties, and brand operations.
This role supports Hyatt''s marketing technology ecosystem, ensuring smooth operation of CRM platforms, user access, integrations, and internal tooling used by marketing, engineering, and business stakeholders.
The ideal candidate is a highly customer-focused support professional with strong experience in enterprise application support, ticket management, troubleshooting, and marketing technology platforms.
This is a support and operations role, not a development or engineering position.
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What Hyatt Actually Needs
Hyatt is looking for a reliable Level 2 support engineer who can:
• Keep CRM and marketing platforms running smoothly
• Resolve user and system issues quickly
• Support enterprise marketing tools like Braze and related platforms
• Reduce escalations to engineering teams
• Ensure business users can operate without disruption
The focus is operational stability, user support, and issue resolution, not system design or architecture.
This role is critical for ensuring marketing and CRM teams remain productive across Hyatt''s global operations.
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Core Responsibilities
Level 2 Application Support
• Serve as Level 2 support for CRM, marketing operations, and engineering users
• Manage and resolve escalated ServiceNow tickets from Level 1 support
• Troubleshoot platform, access, configuration, and user workflow issues
________________________________________
CRM & Marketing Platform Support
Provide support across enterprise marketing tools including:
• Braze
• Sageflo Radiate
• Smartling
• ServiceNow
• Hyatt marketing CMS and personalization tools
________________________________________
Incident & Ticket Management
• Monitor, triage, and resolve ServiceNow tickets
• Ensure timely resolution of access, onboarding, and system issues
• Identify recurring issues and escalate systemic problems appropriately
________________________________________
User Access & Onboarding Support
• Manage user onboarding and offboarding processes
• Handle access provisioning, permissions, and account setup
• Provide platform orientation and basic training support
________________________________________
Technical Troubleshooting & Escalation
• Support troubleshooting across integrations and workflows
• Partner with engineering teams to resolve complex issues
• Act as escalation point for unresolved Level 1 support issues
________________________________________
Training & User Enablement
• Train users on CRM and marketing platform usage
• Provide guidance on best practices and platform workflows
• Support adoption of marketing technology tools across teams
________________________________________
Cross-Team Collaboration
• Work with distributed teams across business, marketing, and engineering
• Communicate effectively with non-technical and technical stakeholders
• Ensure smooth coordination across global Hyatt teams
________________________________________

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Ideal Candidate Profile
The strongest candidates will demonstrate:
• Strong customer service mindset and patience in support environments
• Ability to resolve issues quickly and accurately
• Comfort working in high-volume ticketing environments
• Strong analytical and troubleshooting ability
• Excellent communication with both technical and non-technical users
• Reliability and consistency in operational support delivery
• Ability to work independently in a remote environment
This role is best suited for a hands-on enterprise support technician who thrives in operational support, not development or engineering roles.
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Work Environment
• Fully remote role
• Enterprise support environment with global users
• High volume ServiceNow ticketing system
• Collaboration with marketing, CRM, and engineering teams
• Fast-paced operational support structure
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Interview Process
• Video interview required
• Focus on hands-on troubleshooting experience
• Assessment of CRM/marketing platform support background
• Evaluation of customer service and communication skills
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Mandatory Candidate Submission Requirements
All candidates must provide:
• Full LinkedIn profile with current information and professional photo
• Three (3) verifiable professional references
• Proof of current residence/location
• Date of birth for client onboarding verification
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Compliance Requirements
All candidate information must be accurate and verifiable.
Any discrepancies involving employment history, work authorization, certifications, references, location, or identity may result in:
• Immediate disqualification
• Removal of submitting vendor from future candidate distribution