Product Support Specialist

About Blockskye

Blockskye provides next-generation inventory booking, payment, and dynamic expense solutions for the travel and entertainment industries using blockchain. We connect suppliers and corporate buyers with blockchain technology thereby achieving greater transparency, trust, and efficiency in transaction, inventory, and booking management. Our solution is governed by industry stakeholders with a focus on supplier and corporate buyer participation. This inclusive approach has enabled us to deploy blockchain fairly quickly within the industry. We believe in inter-enterprise, real-time accounting integrations as a foundation for distributed ledger technology, private, and public blockchains.

Position Overview

The Product Support Specialist serves as a critical technical resource across Blockskye's product portfolio, with primary focus on payment products and financial reconciliation. This role combines deep technical troubleshooting with customer-facing communication, working directly with clients and suppliers to resolve complex product issues while ensuring financial accuracy across our systems. This position partners closely with Product, Engineering, and QA teams to identify bugs, improve processes, and maintain the integrity of our payment and expense management solutions.

Key Responsibilities

• Technical Product Support: Serve as the primary technical point of contact for client and supplier inquiries across Blockskye's product suite, with emphasis on payment processing and financial workflows. Investigate and resolve complex technical issues by analyzing system logs, database records, and API transactions to determine root causes and implement solutions.
• Reconciliation & Financial Data Integrity: Proactively monitor financial data flows across payment products to identify discrepancies between our systems, client records, and supplier statements. Use SQL and business intelligence tools to query transaction data, trace payment lifecycles, and validate settlement accuracy. Communicate findings and resolution timelines to stakeholders while coordinating with internal teams to address systemic issues.
• Bug Identification & Documentation: Work closely with the Product Support and Engineering teams to identify, document, and reproduce product defects that impact functionality or financial accuracy. Create detailed bug reports with reproduction steps, business impact analysis, and supporting data evidence. Participate in UAT and regression testing to validate fixes before deployment.
• Stakeholder Communication & Relationship Management: Manage direct communication with suppliers (airlines, hotels, car rental companies, etc.) and enterprise clients regarding technical issues, reconciliation discrepancies, and product functionality. Translate complex technical information into clear business language and maintain professional relationships that support long-term partnerships.
• Data Analysis & Reporting: Leverage SQL, QuickSight, and Excel to analyze product usage patterns, identify trends in support issues, and generate reports for internal stakeholders. Create dashboards and visualizations that provide visibility into system health, transaction volumes, and reconciliation status.
• Process Documentation & Knowledge Management: Develop and maintain comprehensive documentation for common support scenarios, troubleshooting procedures, and product configurations. Contribute to the team's knowledge base and help establish best practices for efficient issue resolution and escalation.

Requirements

• Technical Skills: Proficiency in SQL with ability to write complex queries, joins, and aggregations across relational databases. Advanced Excel skills including pivot tables, VLOOKUP, and data analysis functions. Experience with AWS QuickSight or similar business intelligence and data visualization tools. Strong analytical and problem-solving abilities with meticulous attention to detail.
• Experience: Background in technical product support, customer success, or similar client-facing technical roles. Experience working with financial data, payment systems, or reconciliation processes. Demonstrated ability to troubleshoot complex technical issues and communicate findings effectively.
• Communication & Collaboration: Excellent written and verbal communication skills for both technical and non-technical audiences. Ability to manage multiple concurrent issues while maintaining organized documentation and follow-through. Comfortable working independently while collaborating effectively across cross-functional teams. Professional demeanor when interacting with external partners and enterprise clients.

Preferred Qualifications

• Experience with Postman or similar API testing tools.
• Familiarity with JIRA or other ticketing/project management systems.
• Understanding of JSON data structures and RESTful APIs.
• Experience with logging and monitoring tools (Papertrail, Datadog, or similar).
• Background in travel and expense management systems or B2B payment processing.
• Experience working in Agile development environments.

What Success Looks Like

Within your first 90 days, you'll have developed a strong understanding of Blockskye's product architecture and common support scenarios, established trusted relationships with key clients and suppliers, and independently resolved straightforward technical and reconciliation issues. By six months, you'll proactively identify potential problems through data monitoring, reduce escalation volumes through effective first-line resolution, and contribute meaningfully to product improvements through detailed bug reports and process recommendations. Long-term success means serving as a go-to technical resource for complex payment and reconciliation issues, maintaining consistently clean financial data flows, and driving continuous improvement in product quality and support efficiency.

Key skills/competency

• Technical Support
• Financial Reconciliation
• SQL Queries
• Data Analysis
• Client Communication
• Problem Solving
• API Troubleshooting
• Payment Systems
• Documentation
• Business Intelligence