Support Engineer • Principal

Who you are

You have extensive experience in application support, ideally with a focus on customer-facing systems. You are skilled in troubleshooting and resolving high-impact application issues, serving as the main technical contact for external partners. Your ability to lead incident response for critical system problems and conduct root cause analyses sets you apart. You are proactive in proposing process improvements and driving operational excellence within your team.

You thrive in a collaborative environment and understand the importance of connecting with your team, even in a remote-first working model. Your leadership skills enable you to set technical direction and champion best practices in application support. You are committed to continuous improvement and are always looking for ways to enhance the customer experience through technology.

What you'll do

In this role, you will lead the evolution of application support at Viator, a Tripadvisor company. You will be responsible for troubleshooting and resolving complex application issues, ensuring that our systems run smoothly and efficiently. You will lead incident response efforts for critical system problems, conducting thorough root cause analyses to prevent future occurrences. Your role will involve collaborating with various teams to implement systemic solutions that enhance our customer-facing systems.

You will also be expected to mentor and guide junior team members, sharing your expertise and fostering a culture of learning and growth within the team. Your contributions will directly impact the operational excellence of our application support processes, making a significant difference in the experiences of our customers.

What we offer

We offer a flexible working environment that embraces both remote work and meaningful in-person moments for team connection. You will have the opportunity to work with a talented team in a leading travel technology company, contributing to the evolution of application support in a dynamic industry. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.