Principal Application Support Engineer (Viator)

About Viator

Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. And with 300,000 travel experiences to explore—everything from simple tours to extreme adventures (and all the niche, interesting stuff in between)—making memories that will last a lifetime has never been easier. With industry-leading flexibility and last-minute availability, it's never too late to make any day extraordinary. Viator. One app, 300,000 travel experiences you’ll remember.

About the Role

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.

This role is open to candidates based within a commutable distance (generally within 2–3 hours) of our office hub in Kraków. We embrace flexibility in where and how work gets done and also value meaningful in-person moments to connect and collaborate. You can expect a remote-first working model with periodic in-person gatherings at your closest office for team connection, planning, or other key moments.

Please note: Interviews for this role will commence in January 2026

Key Responsibilities

• 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.

Skills and Qualifications

• 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.

Perks of Working at Viator

• Competitive compensation packages, including base salary and annual bonus.
• “Work your way” with flexibility to suit your lifestyle. We take a remote-friendly approach to collaboration, with the option to join on-site as often as you’d like in select locations. 
• Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work.
• Donation matching. Give back? Give more! We match qualifying charitable donations annually.
• Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs.
• Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you.
• Travel perks. We believe that travel is employee development, so we provide discounts and more.
• Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges.
• Health benefits. We offer great coverage and competitive premiums.

Our Values

We aspire to lead; We’re relentlessly curious;... want to know more? Read up on our values: 

• We aspire to lead. Tap into your talent, ambition, and knowledge to bring us – and you – to new heights.
• We’re relentlessly curious. We push beyond the usual, the known, the “that’s just how it’s done.”
• We’re better together. We learn from, accept, respect, support, and value one another– and are creating something remarkable in the process.
• We serve our customers, always. We listen, question, respond, and strive for wow moments. 
• We strive for better, not perfect. We won’t get it right the first time – or every time. We’ll provide a safe environment in which to make mistakes, iterate, improve, and grow.
• Our workplace is for everyone, as is our people powered platform. At Tripadvisor, we want you to bring your unique identities, abilities, and experiences, so we can collectively revolutionize travel and together find the good out there.

If you need a reasonable accommodation or support during the application or the recruiting process due to a medical condition or disability, please reach out to your individual recruiter or send an email to AccessibleRecruiting@Tripadvisor.com and let us know the nature of your request . Please include the job requisition number in your message.

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