Technical Support Agent

**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 MarketMinder 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.

**The AirDNA Team**

**The Role**:
As a **Technical Support Agent**at AirDNA, you’ll bridge the gap between our Customer Support team and technical experts in Data Engineering, Data Science, Analysts and Product. Your role will focus on providing clear, actionable solutions for customer queries related to our data products, ensuring efficiency by removing or reducing the reliance on engineers and data specialists for ad hoc issues. You will manage key communication channels as the first line of response, escalate issues requiring deeper expertise, and contribute to product and operational improvements. This role is pivotal in enhancing customer experience and operational excellence across AirDNA.

**Here's what you'll get to do**:
- **Support Technical Escalations**:Troubleshoot complex issues related to AirDNA’s platform backend technologies (PostgreSQL, AWS S3, Tableau), providing timely responses to escalated cases.
- ** Become a Product Expert**:Gain deep expertise in AirDNA’s products, methodologies, and data reporting to address customer and internal queries confidently.
- ** Collaborate Cross-Functionally**:Work with Data, Engineering, and Product teams to resolve recurring issues and contribute insights that drive continuous improvement.
- ** Data Investigation and Support**:Investigate data inaccuracies, clarify methodologies, and manage Tableau user accounts while assisting with technical data queries.
- ** Drive Process Improvements**:Develop troubleshooting guides, automate workflows, and identify opportunities to enhance support efficiency.
- ** Facilitate Knowledge Sharing**:Create and maintain clear documentation, training materials, and FAQs to empower the Customer Support team and other stakeholders.
- ** Support Revenue Generation**:Assist Sales teams with data-related queries, ensuring timely and accurate responses to enable successful client engagements.
- ** Proactively Resolve Issues**:Analyze and prioritize incoming queries, escalating complex problems to specialists when necessary.

**Here's what you'll need to be successful**:
- Demonstrated experience in technical support positions
- Full proficiency in English both verbal and written.
- ** Technical Expertise**:Proficiency in PostgreSQL, Tableau, AWS S3, and familiarity with data analysis tools like Sigma dashboards.
- ** Strong Analytical Skills**:Ability to investigate logs, pinpoint root causes, and document bugs with clear steps for replication.
- ** Effective Communication**:Capable of translating technical concepts into simple, actionable explanations for non-technical teams.
- ** Collaborative Mindset**:Proven experience working across teams to resolve issues and share knowledge effectively.
- ** Problem-Solving Prowess**:Demonstrates persistence and critical thinking in addressing escalated issues and suggesting improvements.
- ** Proactive Process Improvement**:Continuously seeks opportunities to automate or optimize support workflows, contributing to operational efficiency.
- ** Ownership and Accountability**:Shows initiative in managing and resolving queries, taking pride in delivering consistent and reliable results.
- ** Customer-Centric Approach**:Committed to maintaining high standards of service and embodying AirDNA’s values of proactive, solutions-oriented support.

**Here's what you can expect from us**:
- Competitive Salary
- Indefinite contract
- Eligible for a 5% annual bonus
- 62 days per year to work from anywhere
- 36 holidays per year
- Four remote fixed weeks
- Continuing education stipend
- 150 EUR to spend with Cobee card available monthly for public transport, daycare, pension plan, restaurants and health insurance
- Health insurance with Sanitas (Vision + Dental included)
- Individual