Principal Application Support Engineer
About Tripadvisor
The Tripadvisor Group connects people to experiences worth sharing, and aims to be the world’s most trusted source for travel and experiences. We leverage our brands, technology, and capabilities to connect our global audience with partners through rich content, travel guidance, and two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories. The subsidiaries of Tripadvisor, Inc. (Nasdaq: TRIP), include a portfolio of travel brands and businesses, including Tripadvisor, Viator, and TheFork.
About the Role
Are you ready to lead the evolution of application support in a dynamic travel technology company? The Tripadvisor Experiences business 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.
What You'll Do
- 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 Experience
- 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 (routinely benchmarked against the latest industry data), including base salary and annual bonuses
- “Work your way” with flexibility to suit your lifestyle. Tripadvisor Group takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like or as required by your team.
- 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.
- Generous referral scheme. Help us grow and be rewarded with generous awards for referring successful candidates.
Our Cultural Pillars:
Traveler first
We exist to create value for our customer, the traveler. We enable our suppliers and partners to unlock this value. Their collective behaviors and insights are what drives us.
Execution is our edge
We act fast, experiment, learn from failure, iterate, and improve the solutions of tomorrow across every aspect of our business. Our execution is agile, data-driven, prioritised, and built to scale. We assume no problem is someone else’s problem and finish what can be done today, knowing tomorrow will bring fresh challenges.
We succeed together
The best outcomes are driven by empathic, humble, and diverse subject matter experts working toward shared goals. We collaborate relentlessly, challenge assumptions, give actionable feedback, and set each other up for success through empowered teams with a clear charter. We transparently take ownership of our growth, individually and as a team. We celebrate the quality of our effort, our learnings, and our collective achievements.
We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process, please make sure to reach out to your individual recruiter or our team at AccessibleRecruiting@tripadvisor.com.
If you have any additional questions about careers at Tripadvisor you can email us at recruitment@tripadvisor.com. We have all the answers!
#LITM2
#LIHybrid