Makai Labs

• Build and improve AI-powered applications and internal tools • Rapidly prototype, experiment, and iterate across client and internal projects • Implement workflows that use LLMs, retrieval systems, agents, and structured outputs • Contribute to shared platform work and reusable tooling • Turn prototypes into reliable, client-ready systems • Conduct research, benchmarking, testing, and evaluation of new approaches • Own smaller projects or sub-projects with guidance from the team • Take ownership of deliverables and help deliver work that meets client needs • Write and maintain clear internal documentation

• End-to-End Quality Ownership: Manage the entire QA lifecycle - from analyzing requirements and user stories for testability, to designing test strategies and checklists, executing tests, and reporting on release readiness. • In-Depth Functional & Regression Testing: Perform thorough manual functional, integration, regression, compatibility, and exploratory testing to ensure the highest quality of every release. • API & Backend Testing: Conduct extensive API testing using tools like Postman and validate complex business logic by writing and executing SQL queries to ensure data integrity and backend functionality. • Defect Management: Identify, document, isolate, and track bugs with a high level of detail and clarity throughout their lifecycle. Work closely with developers to facilitate resolution and verify fixes. • Process Advocacy & Improvement: Champion quality best practices, provide meaningful feedback on requirements during grooming sessions, and contribute to the continuous improvement of our QA processes, tools, and methodologies. • Mentorship & Knowledge Sharing: Proactively share knowledge and best practices, help fellow team members enhance their testing skills, and contribute to a strong, company-wide culture of quality.

• Understand and analyze the user journey of our clients, creating process flows to identify areas of opportunity for improvement and enhancement. • Work to integrate existing technology developed by Makai into new client processes where applicable. • Collaborate with designers and product managers to develop and refine product ideas and features. • Lead client meetings, ensuring clear communication and follow-ups to address evolving needs and requirements. • Create and write functional specifications for all phases of the software development lifecycle. • Effectively communicate complex problems and analysis in both written and verbal forms, offering clear and actionable recommendations. • Develop and implement testing initiatives for product features, assessing their performance against core KPIs that align with business goals. • Maintain clear communication with internal teams and external partners to provide product support and meet internal deadlines. • Handle ad-hoc high-priority requests and work cross-functionally to meet tight deadlines and provide top-tier user support. • Adapt to fast-paced environments, demonstrating a willingness to take on various roles as needed. • Utilize creative thinking, combining quantitative and qualitative data to contribute to innovative solutions.

• Build and operate large-scale systems with real consequences. • Make hard architectural tradeoffs and explain them clearly. • Contribute to shaping tickets and influencing direction. • Collaborate across the stack and seek guidance when required.

• 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.