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Lead Principal Application Support Engineer

Hybrid Full-time

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Experience Level

Mid to Senior

Qualifications

Skills and Experience Minimum of 8 years of experience in technical support or account management, specifically with web or API services. Demonstrated proficiency in troubleshooting applications, managing incidents, and resolving systemic issues for web-based platforms. Expertise in leading technical initiatives and managing large-scale application support. Strong communication skills with the ability to collaborate effectively across teams. Experience with AI-driven tools and process automation is highly desirable.

About the job

About Tripadvisor

The Tripadvisor Group is dedicated to connecting individuals with experiences that are truly worth sharing. Our mission is to be the most trusted source for travel and experiences globally. By harnessing our diverse brands, advanced technology, and unique capabilities, we link our extensive audience with partners through engaging content, insightful travel guidance, and a dynamic marketplace for various travel-related services including experiences, accommodations, and dining.

About the Role

Are you poised to spearhead the transformation of application support within a vibrant travel technology firm? We are on the lookout for a seasoned Principal Application Support Engineer to define technical strategies, advocate for operational excellence, and implement comprehensive solutions for our intricate customer-facing systems.

This position is open to candidates within a reasonable commuting distance (typically 2-3 hours) from our Kraków office. We value flexibility in work arrangements while also cherishing the importance of in-person collaborations. Expect a remote-first working environment supplemented by periodic face-to-face meetings at your nearest office for team bonding, planning, and critical discussions.

Responsibilities

  • Troubleshoot and rectify high-impact, complex application issues, acting as the primary technical liaison for external partners and ensuring comprehensive solutions.
  • Lead incident responses for critical system issues, perform root cause analyses, and propose process enhancements to mitigate future occurrences.
  • Guide the team in the adoption and optimization of AI-driven diagnostics, trend analysis, and automated support processes.
  • Mentor support engineers at all levels, providing training and fostering technical development through effective coaching, feedback, and knowledge sharing.
  • Create, evaluate, and oversee technical documentation and support tools, establishing team-wide standards for quality and continuous improvement.
  • Manage complex escalations, working collaboratively with engineering, product teams, and third-party vendors to achieve resolution.
  • Influence product strategy by identifying recurring issues and collaborating on enhancements to user interface and system design.

About Tripadvisor, Inc.

Tripadvisor, Inc. is a leading global travel platform that empowers travelers to explore the world through rich content, valuable insights, and a comprehensive marketplace for booking accommodations, experiences, and dining options. With a commitment to excellence, we strive to be the go-to source for travel and adventure.

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