Product Support Specialist – Adapt, LATAM & Caribbean

• 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

• 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

• 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