Cvent is a leading meetings, events and hospitality technology provider with more than 4,700 employees and nearly 21,000 customers worldwide. Founded in 1999, the company delivers a comprehensive event marketing and management platform for event professionals and offers software solutions to hotels, special event venues and destinations to help them grow their group/MICE and corporate travel business.
Cvent is a global meeting, event, travel, and hospitality technology leader, with more than 4000+ employees worldwide. As a leading cloud-based technology company, we have over 28,000+ customers, including 80% of the Fortune 100 companies, in more than 100 countries.
Cvent’s software solutions optimize the entire event management value chain and have enabled clients around the world to manage hundreds of thousands of meetings and events. In addition to helping event planners navigate every aspect of the event process, we also provide an integrated platform to hoteliers to help create qualified demand for their hotels, manage that demand more efficiently, and measure their business performance in real-time.
Job Description:
We’re looking for individuals that can not only contribute at a senior level, but can also make the whole team better by mentoring other team members. This is a hands-on position with a primary focus on the top tier technical support for products offered by Cvent. This position will actively serve as the escalation point to client services team for application issues and integration support. Will require to triage, troubleshoot and ensure timely resolution of production issues, work closely with development teams and provide regular updates to stakeholders.
What You Will Be Doing:
- Lead a team of 3-6 application support engineers.
- Coach, mentor, motivate, provide/ take regular feedback to/ from team members.
- Ensure smooth day to day operations and optimum resource utilization.
- Interfacing regularly with stakeholders in Customer Service, Accounting, Marketing, acting as an escalation point.
- Monitor, identify impact, prioritize, troubleshoot technical issues/defects and liaise with Developers, Testers, DBAs and Business Analysts.
- Improve application support processes, services, standards, based on best practices and industry standards.
- Establish benchmarks and report on Metrics, for team’s productivity and efficiency.
- Assist in future recruiting efforts for application support.
What you will need for this position:
- Bachelors and/or master’s degree in Computer Science or equivalent experience.
- 5+ years in a product development company, preferably in Software support environment.
- At least 1 year of team lead experience in a global software product development organization.
- Prior hands-on experience in troubleshooting production issues for multi-tenant, highly scalable polyglot persistent web based applications
- Prior hands-on experience working through the design, development and release cycle delivering software to market.
- Strong oral and written communication skills to effectively engage, persuade, influence and articulate technical issues and solutions to a variety of stakeholders.
- Must be organized, detail-oriented, and possess the ability to multi-task in a dynamic, fast-changing entrepreneurial environment
- Strong customer service orientation along with the ability to build relationships across departments.