Senior Application Support Engineer

About the role

Tripadvisor is seeking a senior technical professional to oversee the stability and performance of the Experiences business unit. You will manage complex system issues, guide technical strategy, and mentor team members to ensure high-quality operational standards. The role requires a proactive approach to identifying systemic risks and driving continuous improvements in support workflows. You will act as a bridge between technical operations and business stakeholders to align support initiatives with organizational goals. This position demands a deep understanding of application performance and the ability to translate technical insights into actionable plans. Success in this role will be measured by system reliability, team growth, and the efficient resolution of critical customer experiences.

Key facts

What you'll do

Resolve high-impact application incidents and serve as the primary technical contact for external partners to ensure seamless operations. Lead response efforts for critical system failures by coordinating cross-functional teams and implementing preventative measures that reduce future risk. Integrate AI-based diagnostics and automated workflows into daily support operations to enhance efficiency and reduce manual overhead. Provide mentorship and training to junior staff to foster technical development and create a robust knowledge transfer environment. Maintain technical documentation and define quality benchmarks for the support team to standardize processes and improve accountability. Coordinate with product, engineering, and vendor teams to manage escalations and align support strategies with broader business objectives. Monitor system performance metrics using advanced platforms to identify trends and drive data-informed decision-making. Champion the adoption of new tools and methodologies to keep the support organization at the forefront of technical innovation. Facilitate post-incident reviews to extract lessons learned and translate them into actionable improvements for the team. Act as a subject matter expert to guide the direction of support operations and influence long-term technical roadmaps.

Requirements

• 5+ years of experience in technical support or account management for web or API-based services to ensure a deep understanding of customer needs.
• Background in incident management and troubleshooting for web platforms to address complex issues effectively and efficiently.
• Experience with log aggregation, database querying, and diagnostic platforms to analyze problems and derive meaningful insights.
• Proven ability to lead incident resolution and manage external stakeholders to maintain strong professional relationships.
• Experience coaching junior engineers and improving team processes to build a high-performing and collaborative support environment.
• Familiarity with AI-powered support tools to leverage emerging technologies in support operations.
• Strong written and verbal communication skills to convey technical concepts clearly to both technical and non-technical audiences.
• Ability to work independently and as part of a distributed team in a remote-first environment while maintaining high productivity.

Practical notes

• Compensation includes base salary and annual bonuses, benchmarked against industry standards.
• Benefits include tuition assistance, lifestyle stipends, travel discounts, donation matching, health coverage, and an employee assistance program.
• For accessibility accommodations during the hiring process, contact AccessibleRecruiting@tripadvisor.com.
• General career inquiries can be sent to recruitment@tripadvisor.com.

This position is part of the Tripadvisor Experiences team, which focuses on delivering exceptional user journeys through reliable and innovative support practices. The Senior Application Support Engineer will play a critical role in ensuring that the technical infrastructure supporting these experiences remains resilient and efficient. The successful candidate will bring a strategic mindset to the role, balancing hands-on technical work with high-level planning and execution. You will be expected to contribute to the continuous evolution of support processes and the adoption of best practices across the organization. The role requires a balance of autonomy and collaboration, as you will work with both remote colleagues and in-person partners in Krakow. Travel requirements are limited to periodic in-person collaboration sessions, ensuring team cohesion without excessive disruption to remote workflows. The position is exempt and requires a commitment to upholding the highest standards of professionalism and technical excellence. Accessibility is a key consideration, and the company is dedicated to providing reasonable accommodations throughout the recruitment and onboarding process. If you are passionate about technology, mentoring, and operational excellence, this role offers the opportunity to make a significant impact within a global travel platform.