Product Support Specialist (Adapt, LATAM & Caribbean)

Location: Fully remote for candidates based in Latin America or the Caribbean; working hours must overlap with US Eastern and European business time.

Base compensation: $26,000–$33,000 USD per year, plus eligibility for an annual discretionary bonus with a 5% target.

Company

hirify.global provides data and business intelligence products for the travel and vacation rental industry, including the MarketMinder platform and the Adapt dynamic pricing engine.

What you will do

• Own technical support escalations from investigation through resolution, involving Engineering only when necessary.
• Diagnose pricing and synchronization issues by reproducing problems, forming hypotheses, and isolating root causes.
• Use SQL, logs, analytics reports, APIs, and existing code to determine what happened.
• Explain Adapt behavior clearly to hosts through written responses, screen recordings, or calls.
• Create help-center articles, in-app guidance, AI-agent content, SOPs, macros, and escalation paths.
• Share escalation trends with Product, follow fixes through release, and identify at-risk accounts.

Requirements

• At least 2 years of experience in technical support, SaaS product support, or another analytical customer-facing role.
• Proficiency in SQL, including writing queries against a live database.
• Working knowledge of Python for reading existing code and working with datasets.
• Hands-on experience with APIs and log analysis, plus strong quantitative and structured problem-solving skills.
• Excellent verbal and written English and the ability to explain technical issues to non-technical customers.
• Availability to work hours overlapping with US Eastern and European business time; candidates must be based in Latin America or the Caribbean.

Nice to have

• Familiarity with webhooks, Intercom, or Zendesk.
• Experience with short-term rental pricing or property management tools such as PriceLabs, Wheelhouse, Beyond, Guesty, or Hostaway.
• Hospitality or revenue management experience.
• Experience using AI to automate repetitive work.

Culture & Benefits

• Fully remote, long-term contractor role within a team distributed across Latin America and the Caribbean.
• Annual bonus eligibility with a 5% target.
• Flexible time off and a continuing education stipend.
• Individual growth plan and language lessons through Yolk Academy.
• Opportunity to establish processes for a newly created support pod.

Hiring process

• 30-minute online interview with the People Team.
• Technical take-home assessment with SQL exercises against a live database and Python exercises using a sample dataset.
• 60-minute online technical panel interview with the Hiring Manager and team.