Principal Application Support Engineer (Viator)
TripAdvisor
3 months ago
Kraków, Poland
Staff+
H1B Sponsor
Responsibilities
- Troubleshoot and resolve high-impact, complex application issues.
- Lead incident response for critical system problems and conduct root cause analyses.
- Guide the team in adopting AI-driven diagnostics and support process automation.
- Mentor support engineers and promote technical growth through coaching.
- Create and manage technical documentation and support tools.
- Take ownership of complex escalations and coordinate across teams.
- Influence product strategy by surfacing recurring issues.
Requirements
- 8+ years of technical support or account management experience with web or API services.
- Proven expertise in application troubleshooting and incident management.
- Experience with diagnostic tools such as Grafana and log aggregation tools.
- Demonstrated experience in mentoring and coaching engineers.
- Proficiency in utilizing modern AI-powered support tools.
- Strong communication skills for cross-team collaboration.
- Track record of leadership in incident resolution and operational quality.
Benefits
- Competitive compensation packages including base salary and annual bonus.
- Flexible work arrangements with a remote-friendly approach.
- Flexible schedule promoting work-life balance.
- Donation matching for charitable contributions.
- Tuition assistance for career development.
- Annual lifestyle benefit for personal spending.
- Travel perks including discounts.
- Employee assistance program for personal challenges.
- Comprehensive health benefits with competitive premiums.
Tech Stack
Grafana
Categories
AI & MLBackendTesting