Kayla Kunde

About Kayla Kunde

Current Production Support Analyst with a strong foundation in client operations and team leadership, I bring a blend of technical troubleshooting expertise and customer-centric thinking to every challenge. With over 3 years of experience in fast-paced, service-driven environments, I’ve grown from frontline support to leading incident response and cross-functional collaboration on critical issues. I thrive in roles that require clear communication, proactive problem-solving, and continuous learning—especially when the work directly impacts customer experience and system stability.

Experience

1. Production Support Analyst

   Engine

   Mar 2025 — Present

   Analyze & Troubleshoot: Identify, reproduce, and prioritize reported technical issues, providing timely solutions or workarounds to minimize impact-Collaborate Cross-Functionally: Work closely with product and engineering teams to escalate and resolve issues, ensuring clear communication with stakeholders-Lead Incident Response: Manage production fire calls by following established SOPs to drive efficient issue resolution-Document & Track Issues: Accurately triage and document technical issues, including steps to reproduce and resolutions, using Jira and Asana-Support Internal Teams: Respond to reported issues within team SLAs, escalating high-priority concerns as needed to ensure timely resolution-Optimize Processes: Contribute to continuous improvements in support processes, tools, and documentation.

Education

• College of Information Studies (UMD iSchool), University of Maryland

  Emergency Medical Technology/Technician (EMT Paramedic)

• Colorado State University Global

  Cyber Security

• Pennsbury High School

  General Studies