{"schemaVersion":"jobsearcher.job.v1","id":"ccc37aab0818d4ec98644dfe","url":"https://jobsearcher.com/jobs/ccc37aab0818d4ec98644dfe","canonicalUrl":"https://jobsearcher.com/jobs/ccc37aab0818d4ec98644dfe","title":"Production Support Analyst","description":"About Makai\r\nMakai 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.\r\nJob Description\r\nProduction Support Analyst\r\nMakai 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.\r\nThis 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).\r\nWhat You'll Do\r\nServe as the primary point of contact for day-to-day client support requests, questions, and production issues.\r\nTriage and troubleshoot incoming issues (severity/impact, steps to reproduce, environment context, screenshots/logs) and route them to the right internal owners.\r\nCreate high-quality tickets and documentation to help engineering/design/QA resolve issues quickly and accurately.\r\nProvide clear, consistent client communication: acknowledge requests, set expectations, share ETAs/workarounds, and close the loop.\r\nCoordinate incident response and resolution across internal stakeholders; run follow-ups and ensure nothing falls through the cracks.\r\nIdentify patterns and recurring issues; propose improvements to workflows, documentation, training, product UX, and support processes.\r\nMaintain and improve support artifacts (runbooks, FAQs, known issues, client-facing guides).\r\nSupport release coordination and validation: confirm fixes, communicate changes, and help ensure smooth adoption.\r\nThe ideal candidate will be able to\r\nCommunicate with empathy and precision in high-pressure situations (both written and verbal).\r\nOperate with strong judgment around urgency, prioritization, and escalation.\r\nTranslate ambiguous client reports into actionable internal tickets with complete context.\r\nBuild trust with client stakeholders through responsiveness, ownership, and follow-through.\r\nBe highly organized and self-managed in a fast-paced environment with multiple concurrent threads.\r\nWork effectively with cross-functional teams (engineering, QA, product, design, leadership).\r\nResponsibilities\r\nServe as the dedicated support partner for an enterprise client, managing issues/requests and driving them to resolution.\r\nEstablish and follow support workflows, including triage, escalation, and communication cadences.\r\nMonitor and maintain service quality: response time, resolution time, backlog health, and client satisfaction.\r\nOwn client-facing incident communications and coordinate internal status updates.\r\nDocument processes, known issues, and best practices to reduce repeat questions and prevent regressions.\r\nHandle ad-hoc, high-priority requests with urgency and accountability.\r\nQualifications\r\n3+ 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.).\r\nUS-based, able to work primarily within Eastern Time business hours.\r\nExperience using ticketing and collaboration tools (e.g., Jira, Zendesk, ServiceNow, Linear, Slack, Confluence/Notion, etc.).\r\nStrong ability to troubleshoot and gather the right information (steps to reproduce, environment details, screenshots, logs).\r\nExcellent written communication skills (clear status updates, summaries, and client emails/messages).\r\nComfort working in environments with coverage expectations tied to client needs (including coordinated coverage during peak periods).\r\nComfortable 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.\r\nNice-to-haves\r\nExperience supporting workflow automation, data platforms, or enterprise operational software.\r\nFamiliarity with basic technical concepts (APIs, permissions/authentication, SQL basics, browser dev tools).\r\nExperience creating runbooks, knowledge-base articles, and support process improvements.\r\nPrior exposure to incident management practices (severity definitions, escalation paths, SLAs).\r\nFamiliarity with accounting, audit, or professional services firms.\r\nExperience in a dedicated/embedded client support model vs. shared support team.\r\nCore values for Makai employees\r\nBe a flexible, innovative and creative thinker\r\nBe congenial and a team player\r\nBe self-sufficient\r\nBe self-driven with an ownership mentality\r\nHave a strong work ethic\r\nBenefits\r\nFully remote role, Eastern time zone\r\nOpportunities to work in-person with local colleagues\r\nGenerous PTO (planned with coverage continuity in mind)\r\nFree health insurance\r\n401(k) matching\r\nCareer growth & development opportunities\r\nCompensation Range: $75K - $85K\r\nJ-18808-Ljbffr","company":"SupportFinity","rawCompany":"supportfinity","city":"Millbrae","state":"CA","isRemote":false,"isActive":false,"createdAt":"2026-04-27T09:38:36.286Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"51-9198.00","title":"Helpers--Production Workers","slug":"helpers-production-workers"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"}],"industries":[{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Production Support Analyst","description":"About Makai\r\nMakai 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.\r\nJob Description\r\nProduction Support Analyst\r\nMakai 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.\r\nThis 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).\r\nWhat You'll Do\r\nServe as the primary point of contact for day-to-day client support requests, questions, and production issues.\r\nTriage and troubleshoot incoming issues (severity/impact, steps to reproduce, environment context, screenshots/logs) and route them to the right internal owners.\r\nCreate high-quality tickets and documentation to help engineering/design/QA resolve issues quickly and accurately.\r\nProvide clear, consistent client communication: acknowledge requests, set expectations, share ETAs/workarounds, and close the loop.\r\nCoordinate incident response and resolution across internal stakeholders; run follow-ups and ensure nothing falls through the cracks.\r\nIdentify patterns and recurring issues; propose improvements to workflows, documentation, training, product UX, and support processes.\r\nMaintain and improve support artifacts (runbooks, FAQs, known issues, client-facing guides).\r\nSupport release coordination and validation: confirm fixes, communicate changes, and help ensure smooth adoption.\r\nThe ideal candidate will be able to\r\nCommunicate with empathy and precision in high-pressure situations (both written and verbal).\r\nOperate with strong judgment around urgency, prioritization, and escalation.\r\nTranslate ambiguous client reports into actionable internal tickets with complete context.\r\nBuild trust with client stakeholders through responsiveness, ownership, and follow-through.\r\nBe highly organized and self-managed in a fast-paced environment with multiple concurrent threads.\r\nWork effectively with cross-functional teams (engineering, QA, product, design, leadership).\r\nResponsibilities\r\nServe as the dedicated support partner for an enterprise client, managing issues/requests and driving them to resolution.\r\nEstablish and follow support workflows, including triage, escalation, and communication cadences.\r\nMonitor and maintain service quality: response time, resolution time, backlog health, and client satisfaction.\r\nOwn client-facing incident communications and coordinate internal status updates.\r\nDocument processes, known issues, and best practices to reduce repeat questions and prevent regressions.\r\nHandle ad-hoc, high-priority requests with urgency and accountability.\r\nQualifications\r\n3+ 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.).\r\nUS-based, able to work primarily within Eastern Time business hours.\r\nExperience using ticketing and collaboration tools (e.g., Jira, Zendesk, ServiceNow, Linear, Slack, Confluence/Notion, etc.).\r\nStrong ability to troubleshoot and gather the right information (steps to reproduce, environment details, screenshots, logs).\r\nExcellent written communication skills (clear status updates, summaries, and client emails/messages).\r\nComfort working in environments with coverage expectations tied to client needs (including coordinated coverage during peak periods).\r\nComfortable 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.\r\nNice-to-haves\r\nExperience supporting workflow automation, data platforms, or enterprise operational software.\r\nFamiliarity with basic technical concepts (APIs, permissions/authentication, SQL basics, browser dev tools).\r\nExperience creating runbooks, knowledge-base articles, and support process improvements.\r\nPrior exposure to incident management practices (severity definitions, escalation paths, SLAs).\r\nFamiliarity with accounting, audit, or professional services firms.\r\nExperience in a dedicated/embedded client support model vs. shared support team.\r\nCore values for Makai employees\r\nBe a flexible, innovative and creative thinker\r\nBe congenial and a team player\r\nBe self-sufficient\r\nBe self-driven with an ownership mentality\r\nHave a strong work ethic\r\nBenefits\r\nFully remote role, Eastern time zone\r\nOpportunities to work in-person with local colleagues\r\nGenerous PTO (planned with coverage continuity in mind)\r\nFree health insurance\r\n401(k) matching\r\nCareer growth & development opportunities\r\nCompensation Range: $75K - $85K\r\nJ-18808-Ljbffr","datePosted":"2026-04-27T09:38:36.286Z","dateModified":"2026-04-27T09:38:36.286Z","hiringOrganization":{"@type":"Organization","name":"SupportFinity","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Millbrae","addressRegion":"CA","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"ccc37aab0818d4ec98644dfe"},"url":"https://jobsearcher.com/jobs/ccc37aab0818d4ec98644dfe"}}