Technical Support Engineer

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 wi