Blockskye · 2 days ago
Product Support Specialist
United States
Full-time
Remote
Entry, Mid LevelBlockskye provides innovative inventory booking and payment solutions for the travel and entertainment industries using blockchain technology. The Product Support Specialist serves as a key technical resource, focusing on payment products and financial reconciliation, while working closely with clients and internal teams to resolve complex product issues.
BlockchainFinancial ServicesService IndustrySoftware
Responsibilities
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
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
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
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
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
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
Qualification
Required
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
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
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
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
Company
Blockskye
Blockskye is a technology platform.
Founded in 2017
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$15.8MKey Investors
Blockchange VenturesAirlines Reporting Corporation
2025-07-17Series C· $15.8M
2019-04-05Series A
Leadership Team
Brook Armstrong
Chief Executive Officer
M
Michael Share
Chief Executive Officer
Recent News
2025-12-17
2025-12-16
2025-10-27
Company data provided by crunchbase