Production Support Analyst

Job Summary

A company is looking for a Production Support Analyst to provide high-touch support for enterprise platform deployments.

Key Responsibilities

• Serve as the primary point of contact for client support requests and production issues
• Triage and troubleshoot incoming issues, creating documentation for resolution
• Coordinate incident response and maintain support artifacts to improve service quality

Required Qualifications

• 3+ years of experience in a client-facing support role for B2B SaaS/platform
• US-based, able to work primarily within Eastern Time business hours
• Experience with ticketing and collaboration tools (e.g., Jira, Zendesk)
• Strong troubleshooting skills and ability to gather relevant information
• Comfortable using SQL for issue investigation and data validation