Product Support Specialist

About AllTrails AllTrails is the app for exploring the outdoors. We help people spend more time outside by connecting them to their next adventure. Home to the world’s largest outdoor community, with members and trails around the globe, you can find AllTrails in the Apple App Store, Google Play Store, and at alltrails.com. Every day, our team works to get more people outside and help our members have better experiences on the trail. We lead with our values–positivity, innovation, humility, adaptability, inclusivity, and stewardship–in everything we do. Join us! This is a U.S. based remote position. While this role does not require in-person attendance, we have a strong preference for candidates based in or near one of these cities: San Francisco CA, Portland OR, Seattle WA, Denver CO, and New York NY. Being in one of these cities creates opportunities to connect with teammates through Trail Days, co-working sessions, and local gatherings while still having the flexibility to work remotely. San Francisco employees are highly encouraged to come to the office one day per week. About this role As a Product Support Specialist, you'll be the direct connection between our customers and the teams who build AllTrails . You'll listen closely to understand what users are experiencing, help resolve their issues efficiently, and make sure the root causes get in front of the right people; whether that's Product, Engineering, Marketing, Analytics, or Trail Data Operations. You'll report to the Head of Customer Support and help every user get the most out of AllTrails . What you'll be doing Troubleshooting and resolving customer issues across iOS, Android, and web; digging into app behavior to find real answers Working with a close-knit team to identify trends, bugs, and escalate priority issues that need immediate attention Serving as the voice of our community and championing feature requests to the Product team Reproducing and documenting bugs to help Engineering triage and reso