Remote Product Support Specialist — 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

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