Senior Technical Support Specialist

About This Role

Strava is the app for active people. With over 150 million athletes in more than 190 countries, it’s more than tracking workouts—it’s where connection, motivation, and personal bests thrive. No matter your activity, gear, or goals, Strava’s got you covered. Find your crew, crush your milestones, and keep moving forward. Start your journey with Strava today.

Strava's Community Management team is looking for a dedicated individual to join us in our mission to provide exemplary support to our global community of athletes. We are currently building out our Dublin team as part of our follow the sun strategy, and we are excited for you to join and contribute to our success. As a Technical Support Representative at Strava, you will provide support for our entire product, including both web and mobile products and the various integrations and devices that feed the core user experience.

This role will have either a Tues–Sat or Sun–Thurs work schedule and is based in our San Francisco, California office with a hybrid in-office work requirement of at least 3 days per week.

You’re excited about this opportunity because you will:

• Respond to member inquiries by providing general assistance with site functionality, troubleshooting Strava applications, and resolving GPS data and activity analysis issues.
• Produce a consistent number of high-quality responses to our community members on a daily basis.
• Troubleshoot site issues, create bug reports, track updates, and communicate results to the team.
• Stay on top of product changes, bugs, and updates in order to relay the most accurate information to our members.
• Assist with creation and maintenance of knowledge base articles, standard responses, and other customer-facing updates.
• Communicate trends based on user feedback and feature requests.
• Collaborate with external departments as necessary to troubleshoot issues and represent support related needs and improvements.
• Help maintain our internal knowledge management system by creating new resources for emerging trends or flagging and updating outdated information.
• Lead other projects and duties as assigned.

You will be successful here by:

• Demonstrating excellent follow through, judgment, and common sense. You have a “make it happen” approach to work and maintain a growth mindset.
• Finding opportunities for efficiency gains and taking initiative to propose then implement impactful solutions.
• Passionately searching for solutions and advocating for the needs of our users.
• Maintaining strict confidentiality regarding employee, user, and company information.
• Staying on task and following outlined processes.

We’re excited about you because you:

• Have 3+ years of experience in a technical support role.
• Are on Strava and have a proven familiarity of the platform.
• Enjoy the challenge of helping our members and are capable of providing amazing customer support for an online audience that is growing exponentially.
• Have exceptional reading comprehension as well as written and oral skills. Strong typing skills are a must.
• Are adaptable, self-motivated, and have great time management skills.
• Have a strong passion for cycling, running, triathlon or another endurance sport and connect personally with Strava’s mission to build the most engaged community of athletes in the world.
• Have previous experience with Zendesk, JIRA, BBEdit (or other text editors), and GPS file formats.
• Are experienced with Garmin, Polar, Fitbit, or other GPS and fitness devices and applications
• Demonstrate well-rounded technical proficiency with browsers, mobile and web platforms, and text editors.
• Are successful in cross-functional collaborations and initiatives.

In your cover letter, please include responses to the following questions:

• What excites you about working for the Strava Community Management team?
• Which fitness devices and platforms are you familiar with?

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 tiers 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, pl