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Technical Support Engineer

San Francisco, CA

About This Role

Strava is the app for active people. With over 150 million athletes in more than 185 countries, Strava is where connection, motivation, and personal bests thrive. No matter your activity, gear, or goals, we help you find your crew, crush your milestones, and keep moving forward. Start your journey with Strava today.

Our mission is simple: to motivate people to live their best active lives. We believe in the power of movement to connect and drive people forward.

This role will report into the Engineering organization, working closely with the Community Management (Strava’s customer support) team to build and maintain the technical infrastructure that powers world-class support experiences for Strava's athletes. You'll be responsible for hands-on technical execution across our support tool stack, including system migrations, integrations, automation, and platform maintenance. You'll partner closely with Engineering, Product, and CM teams to translate strategic vision into technical reality.

We follow a flexible hybrid model that translates to more than half of your time on-site in our San Francisco office — three days per week.

What You'll Do:

Support Operations & Tooling

  • Execute technical projects for our support tool stack, with initial focus on software migrations and AI implementation
  • Build and maintain backend integrations between our ticketing platform and other critical systems to enable real-time data exchange and automated workflows
  • Manage data extraction, validation, transformation and migration processes across platforms
  • Develop contextual understanding of agent workflows, tooling gaps, and operational friction points to scope and build technical solutions that improve efficiency, streamline CM workflows and reduce manual effort
  • Build automations and integrations to reduce agent handle time, improve data accuracy, and enhance the support experience
  • Identify and build tooling integrations for product releases that bring user/admin functionality into CRM or bot workflows, enabling agents and automation to resolve issues without external tools
  • Research, scope, and lead trials to advise tooling adoption and improvement to the team’s tech stack
  • Configure webhooks, automation rules, and data synchronization processes
  • Troubleshoot integration failures and work with vendors and Engineering teams to resolve issues

Cross-Functional Collaboration

  • Partner with Engineering and CM teams to translate business and support needs into technical specifications
  • Communicate project progress, risks, and blockers to stakeholders
  • Participate in incident response and post-mortems for service-impacting issues
  • Partner with IT, Finance, and Legal teams to ensure integrations comply with security, privacy, and compliance requirements.

Continuous Improvement

  • Analyze support metrics and operational data to identify opportunities for automation and process improvement
  • Research and evaluate new tools and technologies to improve support operations
  • Excellent written and verbal communication skills with the ability to explain technical concepts to non-technical audiences
  • Mentor CM team members on technical concepts and best practices

What You'll Bring to the Team:

Technical Foundation

  • 4+ years of experience in technical support engineering, solutions engineering, or similar hands-on technical roles
  • Understanding of web application architecture, authentication protocols (OAuth, SSO), and modern development practices
  • Strong proficiency with modern web technologies, APIs, and integration patterns
  • Hands-on experience with scripting and automation (Python, JavaScript, Ruby, or similar)
  • Comfort working with databases (SQL), data analysis tools, and API debugging
  • Experience with CRM platforms such as Zendesk, Intercom, or similar
  • Familiarity with AI agent platforms, chatbot technologies, and conversational AI tools
  • Deep support operations expertise with proven track record of identifying inefficiencies, implementing solutions, and managing technical projects end-to-end
  • Knowledge of incident management, SLA monitoring, and operational metrics
  • Experience working cross-functionally with Engineering and Operations teams

Nice to Have

  • Experience with observability and monitoring tools (Datadog, Grafana, Sentry, or similar)
  • Familiarity with machine learning/AI applications in customer service
  • Experience with CI/CD pipelines and deployment automation
  • Knowledge of infrastructure-as-code and configuration management
  • Experience with data transformation, ETL processes, and ensuring data quality

Compensation Overview:

At Strava, we know our employees are the most important ingredient to our success, and our compensation and total rewards programs reflect that. We take a market-based approach to pay, and pay may vary depending on the department and your location. Salary ranges are categorized into one of three zones based on a cost of labor index for that geographic area. We will determine the candidate’s starting pay based on job-related skills, experience, qualifications, work location, and market conditions. We may modify these ranges in the future. For more information, please contact your talent partner.

Compensation: $148,000 - $168,000. This range reflects base compensation only and does not include equity or benefits. Your recruiter can share more details about the full compensation package during the hiring process.

For more information on benefits, please click here.

Why Join Us?

Movement brings us together. At Strava, we're building the world's largest community of active people, helping them stay motivated and achieve their goals.

Our global team is passionate about making movement fun, meaningful, and accessible to everyone. Whether you're shaping the technology, growing our community, or driving innovation, your work at Strava makes an impact.

When you join Strava, you're not just joining a company—you're joining a movement. If you're ready to bring your energy, ideas, and drive, let's build something incredible together.

Strava builds software that makes the best part of our athletes' days even better. Just as we're deeply committed to unlocking their potential, we're dedicated to providing a world-class, inclusive workplace where our employees can grow and thrive, too. We're backed by Sequoia Capital, TCV, Madrone Partners and Jackson Square Ventures, and we're expanding in order to exceed the needs of our growing community of global athletes. Our culture reflects our community. We are continuously striving to hire and engage teammates from all backgrounds, experiences and perspectives because we know we are a stronger team together.

Strava is an equal opportunity employer. In keeping with the values of Strava, we make all employment decisions including hiring, evaluation, termination, promotional and training opportunities, without regard to race, religion, color, sex, age, national origin, ancestry, sexual orientation, physical handicap, mental disability, medical condition, disability, gender or identity or expression, pregnancy or pregnancy-related condition, marital status, height and/or weight.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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