Product Support Specialist - Adapt (LATAM & Caribbean)
Core
Technical bridge between Support and Engineering for AirDNA's dynamic pricing engine (Adapt), diagnosing complex pricing and sync issues for Airbnb/Vrbo hosts.
Role type
Senior IC Product Support Specialist (Technical Escalations)
Builds
AirDNA's Adapt dynamic pricing engine for the short-term rental industry
Domain
Travel technology / Short-term rental market / Data analytics
Deliverable
production ML models
Required skills
SQL, Python (reading code), API integration, log analysis, quantitative reasoning, structured problem-solving, technical translation
Preferred skills
Webhooks, Intercom/Zendesk, short-term rental pricing tools (PriceLabs, Wheelhouse, Guesty), hospitality background, AI automation
Technologies
SQL, Python, APIs, logs, Intercom, Zendesk, Adapt engine
Responsibilities
Own end-to-end technical escalations from frontline support; Diagnose pricing and sync issues by reproducing problems and isolating root causes; Analyze backend data using SQL and logs to confirm issues; Explain algorithmic decisions to hosts in plain language; Create help-center articles and content for AI agents; Report weekly escalation themes to Product; Identify at-risk host accounts; Build SOPs and escalation playbooks.
Seniority
Mid-Senior, hands-on IC
