Product Support Specialist

🔥 12 minutes ago

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Blockskye

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

💳 Fintech

🚗 Transport

💰 Series A on 2019-04

Fintech • Transport • Travel

Blockskye is a cutting-edge corporate travel technology platform that revolutionizes how businesses book, pay, and track their travel expenses. By eliminating unnecessary intermediaries and leveraging blockchain technology, Blockskye provides transparency and efficiency, resulting in significant cost savings for organizations. The platform is designed to simplify complex travel management processes, ensuring that companies can prioritize their suppliers and streamline their payment systems.

📋 Description

• Serve as the primary technical point of contact for client and supplier inquiries across Blockskye's product suite • Investigate and resolve complex technical issues by analyzing system logs, database records, and API transactions to determine root causes and implement solutions • Work closely with the Product Support, Product, QA, 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

🎯 Requirements

• 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 • 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 • 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

🏖️ Benefits

• Health insurance • Professional development opportunities