Responsibilities
- Lead & Inspire: Manage, mentor, and motivate a high-performing Application Support team. You will be responsible for formal career planning, performance feedback, and fostering a culture of ownership and technical excellence.
- Execute with Speed: Oversee the day-to-day operations of the support queue, defining and upholding support SLAs and ensuring that complex incidents and service requests are resolved swiftly.
- Tackle Complexity: Act as the primary escalation point for the most challenging technical hurdles. You’ll use your hands-on experience with application logs and API integrations to help your team diagnose system-level failures.
- Bridge the Gap: Act as the strategic link between Customer Service and Engineering. You will translate customer pain points into actionable technical requirements and ensure bug reports are routed to the correct product teams for permanent resolution.
- Drive Root Cause Analysis (RCA): Lead the charge in identifying recurring problems. Instead of just 'fixing the symptoms,' you will partner with Principal Engineers to prioritize permanent fixes that eliminate technical debt and minimize downtime.
- Stakeholder Communication: Maintain clear, transparent communication with business owners and executive leadership regarding major incident status, impact assessments, and resolution timelines.
- Continuous Improvement: Refine support workflows, incident management processes, and documentation. You will drive initiatives to provide quicker responses and improve the overall customer satisfaction.
Requirements
- Proven Leadership: 3+ years of experience leading and managing a technical support team in a fast-paced, business-critical environment.
- Technical Depth: A strong technical background with the ability to 'dive into the stack.' You should be comfortable troubleshooting APIs, analyzing system logs, and understanding modern software architectures.
- Problem-Solving Mindset: An excellent ability to break down complex, multi-layered problems into simple, actionable solutions.
- Communication Skills: Strong interpersonal skills with a proven ability to influence stakeholders and manage expectations across both technical and non-technical audiences.
- Ownership Mindset: You don’t just wait for tickets to arrive; you proactively monitor application performance and user satisfaction to identify risks before they escalate.
Benefits
- Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses
- Work your way with flexibility to suit your lifestyle. Tripadvisor Group takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like or as required by your team.
- Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work.
- Donation matching. Give back? Give more! We match qualifying charitable donations annually.
- Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs.
- Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you.
- Travel perks. We believe that travel is employee development, so we provide discounts and more.
- Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges.
- Health benefits. We offer great coverage and competitive premiums.
- Generous referral scheme. Help us grow and be rewarded with generous awards for referring successful candidates.
Work Arrangement
Hybrid
Team
Structure: The Tripadvisor Experiences Engineering team is distributed across Europe and is responsible for the platform, mobile apps and all their supporting infrastructure. We run the systems that help operators build their businesses and those which enable third parties to utilise our inventory. We provide the tools which help our customer services team provide world class service to travellers and operators internationally.
Additional Information
- We are able to offer only Umowa o Pracę/Permanent Contract.
- If you need a reasonable accommodation during the application or the recruiting process, please make sure to reach out to your individual recruiter or our team at AccessibleRecruiting@tripadvisor.com. If you have any additional questions about careers at Tripadvisor you can email us at recruitment@tripadvisor.com. We have all the answers!
