Product Support Specialist - Adapt (LATAM & Caribbean)

Remote; San Francisco (CA); Remote; USD 90,000 - 130,000; Full time

Job summary

AirDNA is seeking a Product Support Specialist for a fully remote, long-term contractor role open to candidates based in Latin America or the Caribbean. You will bridge Support and Engineering, dig into logs and data, and explain complex pricing issues in simple terms to hosts.

You will help shape playbooks and SOPs for a brand-new pod, with a focus on end-to-end problem solving and host protection. This role emphasizes non-scripted problem solving over ticket speed, with opportunities to write

Qualifications

• 2+ years in technical support or similar customer-facing role.
• SQL proficiency with ability to write queries against live databases.
• Working knowledge of Python and ability to read code.
• Hands-on experience with APIs and log analysis.
• Strong quantitative reasoning with percentiles, averages, and rates.
• Structured problem-solving approach to diagnose issues.
• Ability to translate technical details into plain language for hosts.
• Excellent verbal and written English.
• Composure with frustrated customers; honest in communication.
• Willingness to work hours overlapping US/Eastern and European time zones.

Responsibilities

• Own escalations end to end, driving resolution.
• Diagnose pricing and sync issues by reproducing problems and forming hypotheses.
• Dig into the back end using SQL, logs, and analytics to confirm events.
• Explain algorithm behavior to hosts in clear terms.
• Turn repeat tickets into helpful articles and in-app guidance.
• Share weekly escalation themes and track fixes to completion.
• Identify at-risk accounts and involve Revenue Management.
• Create SOPs, macros, and escalation paths for the pod.

Skills

2+ years in technical support

SQL proficiency

Python knowledge

APIs and log analysis

Quantitative reasoning

Structured problem-solving

Translate tech to plain language

Strong English

Customer resilience

Cross-functional collaboration

Tools

SQL client tools

Webhooks

Zendesk/Intercom

Job description

About AirDNA

AirDNA began with a big dream in a balmy California garage in 2015. Since then, the technology startup has grown into the leading provider of data and business intelligence for the billion-dollar travel and vacation rental industry - with offices in Denver and Barcelona.

Our self-serve MarketMinder platform eliminates guesswork and equips Airbnb hosts with smart and competitive insights needed to succeed in the ever-evolving short-term rental landscape.

We also arm enterprise clients with customized reports and in-depth dashboards to ensure they can scale and invest strategically. These customers include hundreds of top financial institutions, real estate companies, vacation rental managers, and destination marketing organizations around the world.

We track the daily performance of over 10 million Airbnb and Vrbo properties across 120,000 global markets. We also collect data from over a million partner properties. This marriage of scraped and source data, enhanced by our proprietary algorithms, makes our solutions the most accurate and comprehensive in the world.

We’re firm believers that data isn’t the destination; it’s the starting point. The launchpad. The bedrock for any future-forward business.

The AirDNA Team

At AirDNA, we’re a team of data nerds on a mission to empower our customers to smartly grow their businesses. And we're looking for people with a broad range of experiences and perspectives, who are excited by our mission, values, and drive to change the short-term rental market. In short: Life is never boring here. And we genuinely live and breathe our company values: Happy, Hungry and Honest.

The Role:

Adapt is AirDNA's dynamic pricing engine, and hosts trust it with their income. When something looks off, like a rate that makes no sense or a sync that says it worked but didn't, our frontline Support team and AI tools handle most of it. The hardest problems come to you.

As our Product Support Specialist, you'll be the technical bridge between Support and Engineering: the final line of defense who digs into logs, data, and code to find the real root cause before an issue ever reaches Product or Engineering. Then you'll explain it to the host in a few clear sentences and make sure it never happens again.

This isn't a script-reading job, and it isn't a race to clear a queue. We won't measure you on how fast you close tickets. We'll celebrate you for solving problems for good. And because you're joining a brand-new pod, you'll help write the playbook for everyone who comes after you.

This is a full-time, long-term contractor role. It's fully remote and open to candidates based in Latin America or the Caribbean.

Here's what you're gonna get to doing:

• Own escalations end to end. Take the technical issues frontline Support can't solve and drive them all the way to resolution, escalating to Engineering only when it truly needs an engineer.

• Play detective. Diagnose pricing and sync issues by reproducing the problem, forming a hypothesis, and isolating the cause (PMS connection, comp set, host override, or market shift).

• Dig into the back end. Use SQL, logs, analytics reports, and existing code to pull the data and confirm what actually happened.

• Make the algorithm make sense. Explain why Adapt did what it did in a few plain sentences, a short screen recording, or a quick call that a host can act on.

• Turn every repeat ticket into an asset. Write help-center articles, in-app guidance, and content for the Adapt AI agent so the next host never has to ask.

• Be Product's eyes and ears. Share weekly escalation themes, grouped by host type and portfolio size, and follow fixes all the way to shipped.

• Protect our hosts. Spot at-risk accounts early and loop in Revenue Management before a frustrated host walks away.

• Build the playbook. Create the SOPs, macros, and escalation paths that set the quality bar for everyone who joins the pod after you.

Here's what you'll need to be successful:

• 2+ years in technical support, SaaS product support, or another analytical, customer-facing role. Tier 2 support folks ready to level up, we're looking at you!

• SQL proficiency. You can write queries against a live database to find what you need.

• Working knowledge of Python. You're comfortable reading existing code and working with datasets. You don't need to be a developer.

• Hands-on experience with APIs and log analysis.

• Strong quantitative reasoning. Percentages, averages, and rates are second nature, and you spot a number that can't possibly be right.

• Structured problem-solving. You break a vague complaint into a testable hypothesis instead of guessing.

• A gift for translating tech into plain language. You can explain to a non-technical host why their rates look different than they expected, clearly, warmly, and in just a few sentences.

• Excellent verbal and written English.

• Composure with frustrated customers, and the honesty to own a mistake without over-promising a fix.

• Follow-through. You close loops without being chased.

• Willingness to work hours that overlap with US Eastern and European business time.

• Bonus points for: familiarity with webhooks; support tools like Intercom or Zendesk; experience with short-term rental pricing or property management tools (PriceLabs, Wheelhouse, Beyond, Guesty, Hostaway); a hospitality or revenue management background; or a knack for using AI to automate your own repetitive work. You don't need to know how a pricing engine works on day one. We'll teach you!

Here's what you can expect from us:

• Competitive salary

• Eligible for annual bonus

• Take time off when you need it

• Continuing education stipend

• Individual growth plan to progress in the role

• Talented international team and a vibrant work environment

• Language lessons with Yolk Academy (GR-SP-IT-FR)

• Fully remote work from anywhere in Latin America or the Caribbean

• A ground-floor seat on a brand-new pod, with real ownership from day one

Hiring Process:

• First stage: Interview with the People Team at AirDNA (Online - 30 min)

• Second stage: Technical take-home assessment (SQL exercises against a live database + Python exercises using a sample dataset, completed on your own time)

• Final stage: Technical panel interview with the Hiring Manager and team (Online - 60 min)