Production Support Analyst

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