Remote Product Support Specialist (SQL/Python)

Alpine SG; Denver (CO); Hybrid; USD 26,000 - 33,000; Full time

Benefits offered by this job

Competitive salary

Annual discretionary bonus (target 5%)

Continuing education stipend

Fully remote work from anywhere in LAT

Growth opportunities

Job summary

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 be the technical bridge between Support and Engineering, digging into logs, data, and code to identify root causes and prevent recurrence.

You won’t just queue tickets; you’ll help write the playbook and improve our Adapt engine. You’ll own escalations, diagnose issues, and translate complex tech into clear guidance for hosts, while

Qualifications

• 2+ years in technical support, SaaS product support, or other analytical, customer-facing role.
• SQL proficiency: write queries against a live database.
• Working knowledge of Python; comfortable reading code and datasets.
• Hands-on experience with APIs and log analysis.
• Strong quantitative reasoning and structured problem-solving.
• Ability to translate technical issues into plain language for hosts.
• Excellent verbal and written English.
• Composure with frustrated customers; follow-through.

Responsibilities

• Own escalations end to end from frontline Support to resolution.
• Diagnose pricing and sync issues by reproducing the problem and forming hypotheses.
• Dig into the back end using SQL, logs, and analytics reports to confirm what happened.
• Explain why Adapt did what it did in clear sentences or a short recording.
• Turn repeat tickets into assets by writing help-center articles and in-app guidance.
• Share weekly escalation themes and ensure fixes are implemented.
• Identify at-risk accounts and involve Revenue Management when needed.
• Create SOPs, macros, and escalation paths for the pod.

Skills

Technical support

SQL

Python

APIs

Log analysis

English communication

Tools

Intercom

Zendesk

Webhooks

PriceLabs

Wheelhouse

Job description

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 be the technical bridge between Support and Engineering, digging into logs, data, and code to identify root causes and prevent recurrence.

You won’t just queue tickets; you’ll help write the playbook and improve our Adapt engine. You’ll own escalations, diagnose issues, and translate complex tech into clear guidance for hosts, while