Technical Product Support Specialist — LATAM & Caribbean (Remote)

Hopper; United States; Remote; USD 70,000 - 95,000; Full time

Benefits offered by this job

Competitive salary

Annual bonus

Continuing education stipend

Fully remote work

Growth path

Job summary

AirDNA is hiring a Product Support Specialist to bridge Support and Engineering. You’ll dig into logs, data, and code, explain findings clearly to hosts, and prevent repeats by updating guidance. This is a full-time, long-term contractor role, fully remote and open to candidates worldwide.

You’ll join a brand-new pod and help write the playbook for future teammates. You’ll collaborate with a team that values clarity, reliability, and customer focus, with opportunities for growth and a

Qualifications

• 2+ years in technical support, SaaS product support, or a related role.
• SQL proficiency to query live databases.
• Working knowledge of Python and reading code.
• Hands-on experience with APIs and log analysis.
• Strong quantitative reasoning and attention to detail.
• Ability to translate technical issues into plain language.

Responsibilities

• Own escalations end to end from frontline Support to resolution.
• Diagnose pricing and sync issues by reproducing problems and forming hypotheses.
• Dig into backend data using SQL, logs and analytics reports.
• Explain complex issues clearly to hosts and suggest concrete actions.
• Turn repeat tickets into reusable help-center articles and guidance.
• Share weekly escalation themes and track fixes to deployment.
• Identify at-risk accounts early and coordinate with Revenue Management.
• Help write SOPs and escalation playbooks for the pod.

Skills

SQL proficiency

Python

APIs & logs

English fluency

Analytical thinking

Problem solving

Clear communication

Tools

Intercom

Zendesk

Job description

AirDNA is hiring a Product Support Specialist to bridge Support and Engineering. You’ll dig into logs, data, and code, explain findings clearly to hosts, and prevent repeats by updating guidance. This is a full-time, long-term contractor role, fully remote and open to candidates worldwide.

You’ll join a brand-new pod and help write the playbook for future teammates. You’ll collaborate with a team that values clarity, reliability, and customer focus, with opportunities for growth and a