Product Support Specialist - Adapt; LATAM & Caribbean

About AirDNA AirDNA began with a big dream in a balmy California garage in 2015. Since then, the technology startup has grown into the leading provider of data and business intelligence for the billion-dollar travel and vacation rental industry—with offices in Denver and Barcelona.

Our self-serve Market Minder platform eliminates guesswork and equips Airbnb hosts with smart and competitive insights needed to succeed in the ever-evolving short-term rental landscape. We also arm enterprise clients with customized reports and in-depth dashboards to ensure they can scale and invest strategically. These customers include hundreds of top financial institutions, real estate companies, vacation rental managers, and destination marketing organizations around the world.

We track the daily performance of over 10 million Airbnb and Vrbo properties across 120,000 global markets. We also collect data from over a million partner properties. This marriage of scraped and source data, enhanced by our proprietary algorithms, makes our solutions the most accurate and comprehensive in the world.

We’re firm believers that data isn’t the destination; it’s the starting point. The launchpad. The bedrock for any future-forward business.

At AirDNA, we’re a team of data nerds on a mission to empower our customers to smartly grow their businesses. And we're looking for people with a broad range of experiences and perspectives, who are excited by our mission, values, and drive to change the short-term rental market. In short:
Life is never boring here. And we genuinely live and breathe our company values:
Happy, Hungry and Honest.

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.

• 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…