Product Support Specialist - Adapt
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AirDNAShort-term rentals
Fully remote and open to candidates based in Latin America or the Caribbean, Willingness to work hours that overlap with US Eastern and European business time.ContractJunior
SalaryBase compensation range: $26,000 to $33,000 USD per year, plus eligibility for an annual discretionary bonus (target 5%).
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Job Details
- Languages
- Excellent verbal and written English.
- Experience
- 2+ years in technical support, SaaS product support, or another analytical, customer-facing role.
- Required Skills
- PythonSQLRESTful APIsTechnical support
Requirements
- Have 2+ years of experience in technical support, SaaS product support, or another analytical, customer-facing role.
- Be proficient in SQL and able to query a live database.
- Have working knowledge of Python and be comfortable reading existing code and working with datasets.
- Have hands-on experience with APIs and log analysis.
- Apply strong quantitative reasoning, including working with percentages, averages, and rates.
- Use structured problem-solving to turn vague complaints into testable hypotheses.
- Explain technical issues clearly in plain language to non-technical hosts.
- Have excellent verbal and written English.
- Stay composed with frustrated customers and take ownership of mistakes without over-promising fixes.
- Follow through and close loops without being chased.
- Be willing to work hours that overlap with US Eastern and European business time.
Responsibilities
- Own technical escalations from frontline Support through resolution, involving Engineering when needed.
- Reproduce pricing and sync problems, form hypotheses, and isolate their causes.
- Use SQL, logs, analytics reports, and existing code to investigate and verify what happened.
- Explain Adapt's pricing decisions to hosts in plain language, through writing, screen recordings, or calls.
- Create help-center articles, in-app guidance, and content for the Adapt AI agent.
- Share weekly escalation themes grouped by host type and portfolio size, and follow fixes through shipment.
- Identify at-risk accounts and involve Revenue Management before hosts leave.
- Create SOPs, macros, and escalation paths for the support pod.
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