Principal Application Support Engineer (AI)

TL;DR

Principal Application Support Engineer (AI): Leading the evolution of application support for complex customer-facing systems in travel technology with an accent on technical direction, operational excellence, and systemic solutions. Focus on troubleshooting high-impact issues, guiding AI-driven diagnostics, and influencing product strategy through issue insights.

Location: Remote-first, must be based within a commutable distance (2–3 hours) of the Kraków office hub

Salary: Competitive compensation packages, including base salary and annual bonus.

Company

Viator, a hirify.global company, is a leading marketplace for travel experiences.

What you will do

• Troubleshoot and resolve high-impact, complex application issues, serving as the main technical contact for external partners.
• Lead incident response for critical system problems and conduct root cause analyses.
• Guide the team in adopting and optimizing AI-driven diagnostics and support process automation.
• Mentor support engineers and promote technical growth through coaching and knowledge sharing.
• Create, review, and manage technical documentation and support tools, setting team-wide standards.
• Take ownership of complex escalations and coordinate across engineering, product, and vendors.
• Influence product strategy by surfacing recurring issues and collaborating on design enhancements.

Requirements

• 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.
• Must be based within a commutable distance (2–3 hours) of the Kraków office hub.

Culture & Benefits

• Remote-friendly work model with flexible schedule and work-life balance.
• Competitive compensation packages, including base salary and annual bonus.
• Donation matching and tuition assistance for professional development.
• Annual lifestyle benefit to spend on travel, wellness, or other personal interests.
• Travel perks and discounts for employees.
• Comprehensive health benefits and employee assistance program.
• Emphasis on leadership, curiosity, collaboration, and continuous improvement.