Principal Application Support Engineer (Viator)

8+ years technical support or account management experience with web or API services Proven expertise in application troubleshooting, incident management, and systemic issue resolution for web-based platforms Experience with diagnostic tools (grafana, database queries, log aggregation) Demonstrated experience in mentoring and coaching engineers Proficiency in utilizing and promoting modern AI-powered support tools and workflows Strong communication skills for collaborating across teams and managing stakeholder expectations Track record of leadership in cross-team incident resolution and external partner management

Troubleshoot and resolve high-impact, complex application issues Serve as the main technical contact for external partners Lead incident response for critical system problems Conduct root cause analyses and propose process improvements Guide the team in adoption and optimization of AI-driven diagnostics and automation Mentor support engineers, delivering training and promoting technical growth Create, review, and manage technical documentation and support tools Take ownership of complex escalations, coordinating across teams and vendors Influence product strategy by surfacing recurring issues and collaborating on enhancements