[Hiring] Product Support Specialist @AirDNA

Role Description

Adapt is AirDNA's dynamic pricing engine, and hosts trust it with their income. When something looks off, like a rate that makes no sense or a sync that says it worked but didn't, our frontline Support team and AI tools handle most of it. The hardest problems come to you.

As our Product Support Specialist, you'll be the technical bridge between Support and Engineering: the final line of defense who digs into logs, data, and code to find the real root cause before an issue ever reaches Product or Engineering. Then you'll explain it to the host in a few clear sentences and make sure it never happens again.

This isn't a script-reading job, and it isn't a race to clear a queue. We won't measure you on how fast you close tickets. We'll celebrate you for solving problems for good. And because you're joining a brand-new pod, you'll help write the playbook for everyone who comes after you.

This is a full-time, long-term contractor role. It's fully remote and open to candidates based in Latin America or the Caribbean.

Here's what you'll get to do:

• Own escalations end to end.
• Take the technical issues frontline Support can't solve and drive them all the way to resolution, escalating to Engineering only when it truly needs an engineer.
• Play detective.
• Diagnose pricing and sync issues by reproducing the problem, forming a hypothesis, and isolating the cause (PMS connection, comp set, host override, or market shift).
• Dig into the back end.
• Use SQL, logs, analytics reports, and existing code to pull the data and confirm what actually happened.
• Make the algorithm make sense.
• Explain why Adapt did what it did in a few plain sentences, a short screen recording, or a quick call that a host can act on.
• Turn every repeat ticket into an asset.
• Write help-center articles, in-app guidance, and content for the Adapt AI agent so the next host never has to ask.
• Be Product's eyes and ears.
• Share weekly escalation themes, grouped by host type and portfolio size, and follow fixes all the way to shipped.
• Protect our hosts.
• Spot at-risk accounts early and loop in Revenue Management before a frustrated host walks away.
• Build the playbook.
• Create the SOPs, macros, and escalation paths that set the quality bar for everyone who joins the pod after you.

Qualifications

• 2+ years in technical support, SaaS product support, or another analytical, customer-facing role.
• SQL proficiency.
• Working knowledge of Python.
• Hands-on experience with APIs and log analysis.
• Strong quantitative reasoning.
• Structured problem-solving.
• A gift for translating tech into plain language.
• Excellent verbal and written English.
• Follow-through.
• Willingness to work hours that overlap with US Eastern and European business time.

Requirements

• Familiarity with webhooks; support tools like Intercom or Zendesk.
• Experience with short-term rental pricing or property management tools (PriceLabs, Wheelhouse, Beyond, Guesty, Hostaway).
• A hospitality or revenue management background.
• A knack for using AI to automate your own repetitive work.

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.

Hiring Process

• First stage: Interview with the People Team at AirDNA (Online - 30 min).
• Second stage: Technical take-home assessment (SQL exercises against a live database + Python exercises using a sample dataset, completed on your own time).
• Final stage: Technical panel interview with the Hiring Manager and team (Online - 60 min).

Compensation

Base compensation range: $26,000 to $33,000 USD per year, plus eligibility for an annual discretionary bonus (target 5%).