Production Support Analyst

Makai Labs•New York, NY

1d•Remote

About The Position

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. 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).

Requirements

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

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.