Remote Product Support Specialist - SaaS & Data

OpenKrill; United States; À distance; USD 70 000 - 110 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Annual bonus

Fully remote (Latin America /Caribbean

Growth opportunities

Education stipend

Résumé du poste

AirDNA is seeking a Product Support Specialist for a fully remote, long-term contractor role open to candidates in Latin America or the Caribbean. You will serve as the technical bridge between Support and Engineering, digging into logs, data, and code to uncover root causes before issues reach Product or Engineering.

You’ll explain findings to hosts in clear, concise language and help write playbooks to prevent recurrence.

Qualifications

• 2+ years in technical support, SaaS product support, or another analytical, customer-facing role.
• SQL proficiency to write queries against a live database.
• Working knowledge of Python; reading code and datasets; not required to be a developer.
• Hands-on experience with APIs and log analysis.
• Strong quantitative reasoning; comfortable with percentages, averages, and rates.
• Structured problem-solving; translate tech into plain language for hosts.

Responsabilités

• Own escalations end to end from frontline Support to resolution; escalate to Engineering when needed.
• Diagnose pricing and sync issues by reproducing problems and forming testable hypotheses.
• Use SQL, logs, analytics, and code to pull data and confirm what happened.
• Explain algorithm behavior clearly to hosts in a few sentences or short recording.
• Create help-center articles, in-app guidance, and AI prompts to reduce repeat inquiries.
• Share weekly escalation themes and track fixes to deployment.

Connaissances

SQL proficiency

Python basics

APIs

Log analysis

Data analysis

Customer-facing

English fluency

Outils

Intercom

Zendesk

Description du poste

AirDNA is seeking a Product Support Specialist for a fully remote, long-term contractor role open to candidates in Latin America or the Caribbean. You will serve as the technical bridge between Support and Engineering, digging into logs, data, and code to uncover root causes before issues reach Product or Engineering.

You’ll explain findings to hosts in clear, concise language and help write playbooks to prevent recurrence.