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Tripadvisor Logo Tripadvisor · IT - Administration

Principal Application Support Engineer

Poland, Krakow · Job Posted January 07, 2026
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Job Description

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
  • Flexible schedule
  • Donation matching
  • Tuition assistance
  • Lifestyle benefit
  • Travel perks
  • Employee assistance program
  • Health benefits
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