Technical Support Engineer, Strava

• 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

Desirable

• 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
• 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