Product Support Specialist – Adapt, LATAM & Caribbean
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Job Description
Product Support Specialist troubleshooting AirDNA’s Adapt dynamic pricing engine. Investigating data, pricing, and sync issues for hosts across Latin America and the Caribbean.
Responsibilities:
- Own technical escalations end to end and drive them to resolution
- Diagnose pricing and synchronization issues by reproducing problems, forming hypotheses, and isolating causes
- Use SQL, logs, analytics reports, and existing code to investigate backend data
- Explain Adapt pricing-engine behavior to hosts in plain language, screen recordings, or calls
- Create help-center articles, in-app guidance, and content for the Adapt AI agent
- Share weekly escalation themes with Product and follow fixes through release
- Identify at-risk accounts and involve Revenue Management
- Create SOPs, macros, and escalation paths for the new support pod
Requirements:
- 2+ years in technical support, SaaS product support, or another analytical, customer-facing role
- SQL proficiency; ability to write queries against a live database
- Working knowledge of Python; comfortable reading existing code and working with datasets
- Hands-on experience with APIs and log analysis
- Strong quantitative reasoning
- Structured problem-solving; ability to form testable hypotheses
- Ability to translate technical concepts into plain language for non-technical hosts
- Excellent verbal and written English
- Composure with frustrated customers and honesty to own mistakes without over-promising
- Follow-through and ability to close loops independently
- Willingness to work hours overlapping US Eastern and European business time
- Bonus: familiarity with webhooks, Intercom or Zendesk, short-term rental pricing or property management tools, hospitality or revenue management, or AI automation
Benefits:
- Competitive salary
- Eligible for annual bonus
- Take time off when you need it
- Continuing education stipend
- Individual growth plan to progress in the role
- Talented international team and a vibrant work environment
- Language lessons with Yolk Academy (GR-SP-IT-FR)
- Fully remote work from anywhere in Latin America or the Caribbean
- A ground-floor seat on a brand-new pod, with real ownership from day one
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