Cvent is a leading meetings, events, and hospitality technology provider with more than 5,500+ employees and 30,000+ customers worldwide, including 60% of the Fortune 500. Founded in 1999, Cvent delivers a comprehensive event marketing and management platform for marketers and event professionals and offers software solutions to hotels, special event venues and destinations to help them grow their group/MICE and corporate travel business. Our technology brings millions of people together at events around the world. In short, we’re transforming the meetings and events industry through innovative technology that powers the human connection.
Cvent's strength lies in its people, fostering a culture where everyone is encouraged to think like entrepreneurs, taking risks and making decisions confidently. We value diverse perspectives and celebrate differences, working together with colleagues and clients to build strong connections.
AI at Cvent: Leading the Future:
Are you ready to shape the future of work at the intersection of human expertise and AI innovation? At Cvent, we’re committed to continuous learning and adaptation—AI isn’t just a tool for us, it’s part of our DNA. We’re looking for candidates who are eager to evolve alongside technology. If you love to experiment boldly, share your discoveries, and help define best practices for AI-augmented work, you’ll thrive here. Our team values professionals who thoughtfully integrate AI into their daily work, delivering exceptional results while relying on the human judgment and creativity that drive real innovation.
Throughout our interview process, you’ll have the chance to demonstrate how you use AI to learn, iterate, and amplify your impact. If you’re excited to be part of a team that’s leading the way in AI-powered collaboration, we’d love to meet you.
About the role
As a Senior Support Engineer, you will support highly visible, large-scale SaaS platforms and work closely with Engineering, Product, and Operations teams to improve platform reliability, operational efficiency, and customer experience. This role focuses on advanced troubleshooting, proactive monitoring, operational tooling, incident response, and AI-driven operational improvements for critical business systems supporting millions of monthly interactions.
The position also partners closely with the Engineering Tools team to improve platform visibility, automate operational workflows, enhance proactive detection capabilities, and support the adoption of AI-powered solutions that reduce customer impact and improve response efficiency.
Disclaimer: Beware of Recruitment Scams – Legitimate Cvent recruiting communications will always come from an official ‘name@cvent.com’ email. We never request any payments or ask for sensitive personal or financial information via chat or social media platforms. For more information, please visit: https://www.cvent.com/en/notice-recruitment-fraud
In This Role, You Will:
- Provide advanced troubleshooting and Level 3 support for platform applications and services.
- Investigate and resolve escalated production issues across multiple systems and environments.
- Write Oracle SQL queries for operational analysis, reporting, and troubleshooting activities.
- Work closely with Engineering teams to identify platform issues, bugs, and performance bottlenecks.
- Support proactive monitoring, operational tooling, and platform observability initiatives.
- Collaborate with Engineering Tools teams to improve operational visibility, automation capabilities, and AI-assisted workflows.
- Assist with incident management, root cause analysis, and preventive operational improvements.
- Support streaming platform operations and customer-impacting event escalations.
- Help maintain operational SLA targets and platform stability objectives.
Here's What You Need:
- Strong troubleshooting and analytical problem-solving skills.
- Solid experience writing Oracle SQL queries.
- Experience supporting large-scale SaaS or cloud-based applications.
- Strong understanding of web applications and distributed systems.
- Familiarity with Node.js and React.js applications from a support or troubleshooting perspective.
- Experience working with monitoring, logging, or observability platforms.
- Experience working with AI-powered tools, automation platforms, or AI-assisted operational workflows.
- Strong verbal and written communication skills.
- Ability to manage high-priority incidents in fast-paced production environments.
- Familiarity with Kafka, ELK stack, APM tools, or similar observability technologies.
- Understanding of APIs, microservices, and modern web architectures.
Nice to Have
- Experience supporting streaming or real-time event platforms.
- Basic Linux command-line knowledge.
- Experience with shell scripting or operational automation.
- Experience working with Jira, operational workflows, or support tooling platforms.
- Exposure to AI-assisted development, monitoring, or operational support solutions