About the job
JOB DESCRIPTION
Client-Focused Production Support Analyst
About Makai Labs
At Makai Labs, we leverage cutting-edge AI and data to tackle real-world operational and strategic challenges effectively. Our mission is to empower businesses through enterprise automation, enhancing human-machine collaboration, innovative product design, and insightful market intelligence. Rather than forcing users to adapt to technology, we develop adaptable solutions that work for people, recognizing that human input is crucial for optimal outcomes.
About the Role
We are on the lookout for a dedicated Production Support Analyst who will be the main point of contact for our clients, ensuring their success with our enterprise platform. This role involves prompt issue resolution, clear communication, and effective collaboration with both internal teams and client stakeholders.
This pivotal position requires someone who is proactive in managing coverage expectations according to client needs, particularly during high-demand periods. We value team players who can responsibly plan time off around peak business moments.
Key Responsibilities
Act as the primary liaison for daily client support inquiries, addressing questions and resolving production issues efficiently.
Triage and analyze incoming support requests, assessing severity and impact, and facilitate the routing of issues to appropriate internal teams.
Generate comprehensive tickets and documentation to assist engineering, design, and QA teams in swiftly resolving issues.
Deliver consistent and clear communication to clients: acknowledge requests, set clear expectations, provide ETAs, and ensure follow-up.
Coordinate incident responses with internal stakeholders, ensuring seamless follow-through on all issues.
Identify trends and recurring challenges; suggest enhancements to workflows, documentation, training, user experience, and support processes.
Maintain and enhance support documentation including runbooks, FAQs, known issues, and client-facing guides.
Assist with release coordination and validation by confirming fixes, communicating changes, and facilitating smooth transitions.
Ideal Candidate Profile
Display strong communication skills with an emphasis on empathy and clarity.
Demonstrate the ability to work collaboratively within a fast-paced environment.
Possess a keen analytical mindset for problem-solving and process improvement.
