Remote Product Support Specialist: Escalations & Analytics

AirDNA, LLC; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Fully remote in LATAM & Caribbean

Competitive salary and bonus

Flexible time off

Education stipend and growth plan

Job summary

AirDNA is seeking a technically skilled professional to serve as the bridge between Support and Engineering, owning escalations end to end and diagnosing issues with SQL, logs, and analytics. You will build playbooks and share escalation themes to prevent recurrences.

The role offers a fully remote arrangement for LATAM & Caribbean, with competitive salary, bonus, and flexible time off, plus an education stipend and growth plan.

Qualifications

• Diagnose issues using SQL, logs, and analytics.
• Explain algorithm behavior in plain language to non-technical stakeholders.
• Build and share escalation playbooks to reduce resolution time.

Responsibilities

• Be the technical bridge between Support and Engineering.
• Own escalations end to end and solve root causes.
• Drive transparent updates and preventive improvements through playbooks.

Skills

SQL

Logs analysis

Analytics

Escalation management

Tools

Playbooks

Job description

AirDNA is seeking a technically skilled professional to serve as the bridge between Support and Engineering, owning escalations end to end and diagnosing issues with SQL, logs, and analytics. You will build playbooks and share escalation themes to prevent recurrences.

The role offers a fully remote arrangement for LATAM & Caribbean, with competitive salary, bonus, and flexible time off, plus an education stipend and growth plan.