Production Support Analyst at Makai Labs in Remote

Summary: Makai Labs is an innovative company that uses AI and data to address operational and strategic challenges. They are seeking a client-facing Production Support Analyst to provide high-touch support for enterprise platform deployments, ensuring user success by triaging issues, coordinating with internal teams, and maintaining effective communication with clients. Responsibilities: - 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 - 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 Required Qualifications: - US-based, able to work primarily within Eastern Time business hours - Experience using or willingness to learn 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) - Exceptional attention to detail with a demonstrated ability to follow through and close the loop on open items - Comfortable working in environments with coverage expectations tied to client needs (including coordinated coverage during peak periods) - Comfortable working with relational databases and using basic SQL to investigate issues and validate data, ideally able to write scripts/queries and safely make updates that may impact large amounts of data Preferred Qualifications: - Experience in a client-facing support role for a B2B SaaS/platform - 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 Required Skills: Ticketing tools, Collaboration tools, Troubleshooting, SQL, Incident management, Runbook creation, Support process improvement, Judgment, Responsiveness 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