Remote Product Support Specialist — Elevate Outdoor Experiences

AllTrails; United States; Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

Health, dental, vision coverage

Unlimited PTO

No-meeting days

Parental leave

401k match

Remote work stipend

Learning stipend

Employee discounts

Inclusive company culture

Job summary

AllTrails is seeking a Product Support Specialist to bridge customers and product teams, helping users resolve issues across iOS, Android, and web. You will capture feedback, identify bugs, and work with Product, Engineering, and Marketing to prioritize fixes that improve the user experience.

You will thrive in a fast-paced, remote US environment, with strong preference for candidates in major cities. Excellent communication and a curious, empathetic approach are essential to success.

Qualifications

• Experience working in technical or software support.
• Ability to manage a high volume of tickets while ensuring every customer feels heard.
• Strong written and verbal communication; explain complex concepts simply.
• Collaborate with Product, Engineering, and Marketing stakeholders to communicate issues.
• Curiosity to learn, investigate, and escalate root causes.
• Humility, empathy and open-mindedness — no egos.

Responsibilities

• Troubleshooting and resolving customer issues across iOS, Android, and web; digging into app behavior to find real answers.
• Identify trends, bugs, and elevate 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 resolve issues.

Skills

Technical support

Empathy

Ticket management

Cross-functional collaboration

Written & verbal communication

Tools

Zendesk

Jira

Ada

Job description

AllTrails is seeking a Product Support Specialist to bridge customers and product teams, helping users resolve issues across iOS, Android, and web. You will capture feedback, identify bugs, and work with Product, Engineering, and Marketing to prioritize fixes that improve the user experience.

You will thrive in a fast-paced, remote US environment, with strong preference for candidates in major cities. Excellent communication and a curious, empathetic approach are essential to success.