Support Engineer - Tier 2 (EU)

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 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 Role:

We’re seeking a Tier 2 Support Engineer based in the European Union or APAC and assist with resolving complex technical issues that arise from our platform’s backend services. In this role, you’ll collaborate with our Tier 1 support specialists and engineering teams, focusing on troubleshooting and maintaining system stability. This is a behind-the-scenes position where you’ll dive into technical problems, document solutions, and suggest improvements.

Here's what you'll get to do:

• Handle Escalations: Assist Tier 1 support specialists by troubleshooting and resolving more complex technical issues related to our backend technologies (Ruby, Hanami, PostgreSQL).
• Root Cause Analysis: Break down technical problems from high-level descriptions to their underlying causes, using logs and data as necessary.
• Documentation: Create and maintain clear, helpful internal documentation to support Tier 1 specialists and improve knowledge-sharing across the team.
• Collaboration: Partner with product, engineering, and DevOps teams to address recurring issues and provide technical input for platform updates.
• Process Improvement: Identify opportunities to automate workflows, streamline processes, and improve overall support efficiency.
• On-call Support: Participate in an on-call rotation to assist with critical incident management and ensure fast issue resolution when needed.

Here's what you'll need to be successful:

• 3+ years in technical support, DevOps, or software engineering, with exposure to SaaS platforms or web applications.
• Ability to operate CET (UTC+1) time zone. This role will be required to work Monday to Friday: 11am to 7pm CET.
• Technical Knowledge:
• Experience with PostgreSQL databases, especially writing queries.
• Experience with Heroku or similar cloud platforms.
• Comfortable with log analysis and using data to investigate and resolve technical issues.
• Problem-Solving: Ability to break down complex problems into manageable solutions and follow through to resolution.
• Communication: Clear, concise writing skills to document solutions and communicate with internal teams effectively.
• Collaboration: A team-oriented mindset with a focus on knowledge sharing and cooperation across departments.
• Adaptability: Willingness to learn new tools and technologies and adapt to changing needs as the platform evolves.
• On-call Availability: Willingness to participate in on-call rotations to support critical incidents (including nights and weekends).

Here's what would be nice to have:

• Experience with Ruby is highly valued
• AWS experience

Here's what you can expect from us:

• Salary range: 22,000 € - 26,000 €
• Eligible for annual bonus
• 35 holidays per year (+ Christmas Day and New Years Day)
• Continuing education stipend
• Individual growth plan to progress in the role
• Talented international team and a vibrant work environment

AirDNA seeks to attract the best-qualified candidates who support the mission, vision and values of the company and those who respect and promote excellence through diversity. We are committed to providing equal employment opportunities (EEO) to all employees and applicants without regard to race, color, creed, religion, sex, age, national origin, citizenship, sexual orientation, gender identity and expression, physical or mental disability, marital, familial or parental status, genetic information, military status, veteran status or any other legally protected classification. The company complies with all applicable state and local laws governing nondiscrimination in employment and prohibits unlawful harassment based on any of the aforementioned protected classes at every location in which the company operates. This applies to all terms, conditions and privileges of employment including but not limited to: hiring, assessments, probation, placement, benefits, promotion, demotion, termination, layoff, recall, transfer, leave of absence, compensation, training and development, social and recreational programs, education assistance and retirement. 

We are committed to making our application process and workplace accessible for individuals with disabilities. Upon request, AirDNA will reasonably accommodate applicants so they can participate in the application process unless doing so would create an undue hardship to AirDNA or a threat to these individuals, others in the workplace or the company as a whole. To request accommodation, please email [email protected]. Please allow for 24 hours to process your request.