Technical Product Support Specialist PRISM
About The Role
We are looking for a
Technical Product Support Specialist to join our PRISM team and play a critical role in supporting airline customers and their corporate data needs. This role sits at the intersection of
technology, data governance, and customer success, requiring strong analytical skills, attention to detail, and a passion for solving complex data challenges.
In this position, you will work closely with airline partners, internal product and engineering teams, and business stakeholders to ensure
data accuracy, compliance, and timely delivery, while serving as a trusted point of contact for PRISMrelated support.
If you enjoy working with datadriven platforms, collaborating across teams, and helping customers succeed in a fastpaced, global environment, this role offers an opportunity to make a real impact.
Key Responsibilities
Product Support & Customer Engagement
- Provide endtoend product support to airline customers, responding to inquiries related to contracts, reports, data usage, and PRISM product functionality.
- Act as a trusted advisor to customers by offering guidance on best practices for product usage and data interpretation.
- Investigate and resolve customer issues efficiently, partnering with product, engineering, and business teams to deliver timely solutions.
- Submit, track, and manage customerdriven enhancement requests through TFS ensuring clear communication and followup.
- Serve as the primary liaison for datarelated communications when airlines or corporate customers experience missing, delayed, or inconsistent data.
Data Acquisition, Governance & Quality
- Monitor and review data within Data Release Authorizations (DRAs) to ensure compliance and identify manipulated or noncompliant language.
- Set up and maintain secure partner datasharing processes, ensuring adherence to established governance and datasharing protocols.
- Collaborate closely with airline support desks and primary airline contacts to obtain required data and resolve data availability issues.
- Proactively assess data quality, identify anomalies or discrepancies, and drive resolution to maintain data integrity.
- Maintain detailed documentation of data monitoring activities, compliance findings, and partner datasharing processes.
- Participate in triage, planning, and prioritization meetings to support enhancements that align with customer needs and organizational goals.
Qualifications
Required
- Bachelor's degree in a related field or High School diploma with relevant technical or travel industry experience.
- Experience supporting datadriven platforms or products, with a strong focus on data accuracy, integrity, and governance.
- Proven ability to analyze data issues, investigate discrepancies, and perform rootcause analysis through to resolution.
- Strong attention to detail with excellent organizational, timemanagement, and prioritization skills.
- Ability to manage multiple requests simultaneously, work under pressure, and support timesensitive airline or customer data needs.
- Demonstrated ability to collaborate effectively with crossfunctional teams, including technical, product, and business stakeholders.
- Strong customer service mindset with clear, professional written and verbal communication skills.
- Proficiency in English (written and spoken).
Preferred
- Familiarity with PRISM technology, airline data acquisition processes, or similar data platforms.
- Experience supporting airline corporate data, including understanding data flows, validation, and downstream data delivery.
- Knowledge of data governance and compliance concepts, including DRAs and controlled data access.
- Experience working with APIs, data feeds, reporting tools, or operational support systems.
- Travel industry background, particularly within airline, agency, or corporate travel environments.
- Experience with travel distribution or reservation systems such as Sabre, Galileo, or Amadeus.
- Experience handling customer escalations or incidents related to data quality, availability, or delivery.
