Last Updated on August 29, 2026 by Justin Bryant
AllTrails is hiring a U.S.-based remote Product Support Specialist to troubleshoot customer problems across its iOS, Android, and web products.
The full-time job pays $60,000 to $75,000 per year and includes health coverage, unlimited paid time off, a 401(k) match, a remote work stipend, and an annual learning stipend. A college degree is not listed, but the application asks candidates to confirm at least one year of software support experience.
The schedule is Tuesday through Saturday, with Sundays and Mondays off. This appears to be primarily ticket-based technical support, but AllTrails does not promise a phone-free or meeting-free job. The official application was active when checked on August 29, 2026. Lever job ID: 4ff52e32-b26e-4cf8-9f83-24a92d716dcd.
What Is AllTrails?
AllTrails is an outdoor discovery app and website that helps people find trails, navigate routes, and plan hiking, biking, running, and other outdoor activities. The company describes its user base as the world's largest outdoor community.
The Product Support Specialist connects customers with the teams that build and maintain the app. The work goes beyond giving scripted answers: the specialist investigates what happened, reproduces bugs, documents the evidence, identifies recurring patterns, and routes important issues to Product, Engineering, Marketing, Analytics, or Trail Data Operations.
Pay and Benefits
AllTrails lists a U.S. base salary range of $60,000-$75,000 per year. The final offer depends on the applicant's experience, skills, and applicable location-specific requirements.
The listing says the role includes:
- Medical, dental, and vision coverage
- Equity and performance-based bonus eligibility
- Unlimited paid time off plus company holidays
- Fully paid parental leave
- A 401(k) match and financial wellness resources
- A remote work stipend
- An annual learning stipend
- Monthly company-wide no-meeting days
- Employee discounts on AllTrails subscriptions and merchandise
The employer does not state the bonus target, equity amount, stipend amounts, insurance costs, waiting periods, or how unlimited paid time off is approved. Candidates should confirm those details during the hiring process.
Job Highlight: Product Support Specialist
This is a technical customer support role for someone comfortable investigating app behavior. The specialist handles a high volume of customer tickets across mobile and web products while trying to make each customer feel heard.
When a problem appears to be a product bug, the specialist reproduces it, documents the behavior clearly, and provides the details Engineering needs to investigate. The role also watches for patterns across multiple tickets, escalates urgent issues, and represents customer feature requests to the Product team.
This may appeal to someone who enjoys both customer communication and practical software troubleshooting. It is not an entry-level role for someone who has never supported software: the application explicitly asks about at least one year of software support experience.
Key Responsibilities
- Troubleshoot customer problems across AllTrails on iOS, Android, and the web.
- Investigate app behavior and provide accurate answers rather than relying only on scripts.
- Manage a high volume of support tickets with empathy and time management.
- Identify recurring trends, bugs, and urgent issues.
- Reproduce and document bugs for Engineering review.
- Escalate priority problems to the appropriate internal team.
- Represent customer feedback and feature requests to Product.
- Work with Product, Engineering, Marketing, Analytics, and Trail Data Operations.
- Explain technical concepts in plain language.
Qualifications
AllTrails is looking for candidates with:
- Experience in technical or software support
- At least one year of software support experience, according to the application question
- Experience managing a high volume of tickets
- Strong written and verbal communication
- Ability to explain technical concepts simply
- Experience collaborating with Product, Engineering, and Marketing teams
- Curiosity, empathy, humility, and a willingness to investigate problems deeply
- Availability to work Tuesday through Saturday
- U.S. work authorization without current or future visa sponsorship
Bonus qualifications include experience with Zendesk, Jira, Ada, support AI bots, public-facing help-center content, mapping apps, or additional languages such as French, Spanish, Danish, or Dutch.
No college degree is stated. However, the experience, technical judgment, and cross-functional collaboration requirements mean applicants should be ready to show specific software support examples.
Resume Keywords
Use these terms only when they accurately describe your background:
- Product support
- Software support
- Technical troubleshooting
- Ticket management
- High-volume support
- iOS
- Android
- Web applications
- Bug reproduction
- Bug documentation
- Issue escalation
- Root-cause investigation
- Customer empathy
- Feature requests
- Cross-functional collaboration
- Product and Engineering partnership
- Zendesk
- Jira
- Ada
- Help-center content
- Support automation
- Written communication
Strong resume examples could quantify daily or weekly ticket volume, resolution time, customer satisfaction, first-contact resolution, bugs reproduced, escalations resolved, or help-center improvements. Use numbers only when they are accurate.
Location and Schedule
AllTrails describes this as a U.S.-based remote position. In-person attendance is not required, but the employer strongly prefers candidates in or near San Francisco, Portland, Seattle, Denver, or New York so they can join occasional local activities. San Francisco employees are highly encouraged to work from the office one day per week.
The application allows candidates to say they do not live within commuting distance of a hub city, so living near a hub appears to be a preference rather than a stated requirement. The employer does not list excluded states.
The workweek is Tuesday through Saturday, with Sunday and Monday off. The listing does not state daily hours, a required time zone, on-call duty, overtime, travel, equipment details, or a phone requirement. Applicants should confirm the expected shift and communication channels.
Closing Notes
This job may fit someone with at least one year of software support experience who wants a remote product support role with transparent salary, benefits, and direct collaboration with product and engineering teams.
The biggest advantages are the $60,000-$75,000 salary, U.S. remote status, no listed college-degree requirement, health coverage, unlimited paid time off, 401(k) match, and remote work stipend. The biggest catches are the required software support background, Tuesday-through-Saturday schedule, hub-city preference, and lack of published daily hours.
Do not apply expecting an ordinary customer service role or a guaranteed non-phone position. AllTrails is looking for software troubleshooting, bug documentation, and cross-functional technical support experience, and it does not specify every communication channel.
Lever job ID: 4ff52e32-b26e-4cf8-9f83-24a92d716dcd. Last checked: August 29, 2026.
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