Makai Labs

Support Engineer

• 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.

Production Support Analyst