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Are you ready to lead the evolution of application support in a dynamic travel technology company? Viator, a Tripadvisor company, is seeking an experienced Principal Application Support Engineer to set technical direction, champion operational excellence, and drive systemic solutions for our most complex customer-facing systems.
Job Responsibility:
Troubleshoot and resolve high-impact, complex application issues, serving as the main technical contact for external partners and owning solutions end-to-end
Lead incident response for critical system problems, conduct root cause analyses, and propose process improvements to prevent recurrence
Guide the team in adoption and optimization of AI-driven diagnostics, trend analysis, and support process automation
Mentor support engineers at every level, delivering training and promoting technical growth through coaching, feedback, and knowledge sharing
Create, review, and manage technical documentation and support tools, setting team-wide standards for quality and continuous improvement
Take ownership of complex escalations, coordinating across engineering, product, and third-party vendors to drive issues to resolution
Influence product strategy by surfacing recurring issues and collaborating on UI and system design enhancements
Requirements:
8+ years technical support or account management experience working with web or API services
Proven expertise in application troubleshooting, incident management, and systemic issue resolution for web-based platforms
Experience with diagnostic tools such as grafana, database queries and log aggregation tools
Demonstrated experience in mentoring and coaching engineers, setting quality standards, and contributing to process improvements
Proficiency in utilizing and promoting modern AI-powered support tools and workflows
Strong communication skills for collaborating across teams and managing stakeholder expectations during critical issues
Track record of leadership in cross-team incident resolution, external partner management, and operational quality
What we offer:
Competitive compensation packages, including base salary and annual bonus
“Work your way” with flexibility to suit your lifestyle