• 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.