Production Support Analyst

JOB DESCRIPTION

Production Support Analyst

About Makai

Makai uses best-in-class AI and data to solve real-world operational and strategic challenges at scale. We help businesses with enterprise automation, human-machine teaming, product design and development, and market intelligence. Until now, people have had to learn and adapt to software. Makai creates solutions that adapt to people because technology will never be 100% accurate. People are essential for all of our human-machine teaming solutions.

About the role

Makai Labs is seeking a client-facing Production Support Analyst to own high-touch support for one of our enterprise platform deployments. This role is focused on ensuring users are successful in production: responding quickly, triaging issues with clarity, coordinating across internal teams, and communicating effectively with client stakeholders.

This is a critical role with coverage expectations aligned to client needs. We’re looking for someone who can plan PTO responsibly around peak periods and partner with the team on clear coverage continuity (including late-December business weeks).

What you’ll do

• Serve as the primary point of contact for day-to-day client support requests, questions, and production issues.

• Triage and troubleshoot incoming issues (severity/impact, steps to reproduce, environment context, screenshots/logs) and route them to the right internal owners.

• Create high-quality tickets and documentation to help engineering/design/QA resolve issues quickly and accurately.

• Provide clear, consistent client communication: acknowledge requests, set expectations, share ETAs/workarounds, and close the loop.

• Coordinate incident response and resolution across internal stakeholders; run follow-ups and ensure nothing falls through the cracks.

• Identify patterns and recurring issues; propose improvements to workflows, documentation, training, product UX, and support processes.

• Maintain and improve support artifacts (runbooks, FAQs, known issues, client-facing guides).

• Support release coordination and validation: confirm fixes, communicate changes, and help ensure smooth adoption.

The ideal candidate will be able to

• Communicate with empathy and precision in high-pressure situations (both written and verbal).

• Operate with strong judgment around urgency, prioritization, and escalation.

• Translate ambiguous client reports into actionable internal tickets with complete context.

• Build trust with client stakeholders through responsiveness, ownership, and follow-through.

• Be highly organized and self-managed in a fast-paced environment with multiple concurrent threads.

• Work effectively with cross-functional teams (engineering, QA, product, design, leadership).

Responsibilities

• Serve as the dedicated support partner for an enterprise client, managing issues/requests and driving them to resolution.

• Establish and follow support workflows, including triage, escalation, and communication cadences.

• Monitor and maintain service quality: response time, resolution time, backlog health, and client satisfaction.

• Own client-facing incident communications and coordinate internal status updates.

• Document processes, known issues, and best practices to reduce repeat questions and prevent regressions.

• Handle ad-hoc, high-priority requests with urgency and accountability.

Qualifications

• 3+ years experience in a client-facing support role for a B2B SaaS/platform (Production Support, Technical Support, Product Support, Application Support, Implementation Support, Customer Support, Support Engineer in a technical environment, etc.).

• US-based, able to work primarily within Eastern Time business hours.

• Experience using ticketing and collaboration tools (e.g., Jira, Zendesk, ServiceNow, Linear, Slack, Confluence/Notion, etc.).

• Strong ability to troubleshoot and gather the right information (steps to reproduce, environment details, screenshots, logs).

• Excellent written communication skills (clear status updates, summaries, and client emails/messages).

• Comfort working in environments with coverage expectations tied to client needs (including coordinated coverage during peak periods).

• Comfortable using SQL regularly to investigate issues and validate data; ideally able to write scripts/queries and safely make updates that may impact large amounts of data.

Nice-to-haves

• Experience supporting workflow automation, data platforms, or enterprise operational software.

• Familiarity with basic technical concepts (APIs, permissions/authentication, SQL basics, browser dev tools).

• Experience creating runbooks, knowledge-base articles, and support process improvements.

• Prior exposure to incident management practices (severity definitions, escalation paths, SLAs).

• Familiarity with accounting, audit, or professional services firms.

• Experience in a dedicated/embedded client support model vs. shared support team

Core values for Makai employees

• Be a flexible, innovative and creative thinker

• Be congenial and a team player

• Be self-sufficient

• Be self-driven with an ownership mentality

• Have a strong work ethic

Benefits

• Fully remote role, Eastern time zone

• Opportunities to work in-person with local colleagues

• Generous PTO (planned with coverage continuity in mind)

• Free health insurance

• 401(k) matching

• Career growth & development opportunities