Senior Application Support Engineer (Traveltech)

TL;DR

Senior Application Support Engineer (Traveltech): Driving operational excellence and resolving complex application issues for customer-facing travel systems with an accent on systemic solutions and AI-driven diagnostics. Focus on troubleshooting high-impact incidents, mentoring junior engineers, and optimizing support automation.

Location: Hybrid (Kraków, Poland). Must be based within a commutable distance (generally within 2 hours) of the Kraków office hub.

Company

A global travel platform connecting people to experiences, including brands like Viator and TheFork.

What you will do

• Troubleshoot and resolve high-impact, complex application issues for external partners, owning solutions end-to-end.
• Lead incident response for critical system problems and implement preventive improvements.
• Optimize support processes through the adoption of AI-driven diagnostics and trend analysis.
• Mentor junior support engineers through coaching, feedback, and knowledge sharing.
• Manage technical documentation and support tools to ensure quality and continuous improvement.
• Coordinate escalations between engineering, product teams, and third-party vendors.

Requirements

• 5+ years of technical support or account management experience with web or API services.
• Expertise in application troubleshooting and incident management for web-based platforms.
• Experience with diagnostic tools such as Grafana, Datadog, log aggregation, and database queries.
• Proven track record of mentoring junior engineers and setting operational quality standards.
• Proficiency in utilizing and promoting modern AI-powered support tools and workflows.
• Strong communication skills for stakeholder management during critical issues.

Culture & Benefits

• Competitive compensation packages including base salary and annual bonuses.
• Remote-friendly approach with flexibility and a focus on work-life balance.
• Comprehensive health benefits and an employee assistance program.
• Annual lifestyle benefit for travel, wellness, or personal spending.
• Tuition assistance for qualified professional development programs.
• Annual donation matching for charitable contributions.