Senior Product Solutions Analyst | Housing

About EliseAI

We're improving the industries that matter most: housing and healthcare. Everyone needs a place to live and access to quality healthcare, yet both are often harder to secure than they should be. By integrating AI agents deeply into existing workflows, we make them more efficient, reduce costs, and improve the experience for everyone.

About The Role

We’re looking for a Senior Product Solutions Analyst who is passionate about solving complex problems, obsessed with delivering an exceptional customer experience, and eager to develop new skills. You’ll gain exposure to technical problem-solving, systems thinking, and product knowledge, all while building the communication and troubleshooting skills essential for a client-facing engineering role.

Key Responsibilities

• Provide Tier 2 technical support to clients through Zendesk, ensuring timely and accurate resolution of issues
• Investigate, troubleshoot, and resolve complex technical issues, escalating when appropriate
• Act as a subject matter expert on client-specific configurations and workflows across the EliseAI Portal
• Collaborate closely with the Solutions and Engineering teams to identify trends, share feedback, and contribute to product and workflow improvements
• Maintain clear, professional communication with clients throughout the support lifecycle, always with a customer-obsessed mindset
• Update and expand internal documentation, FAQs, and user-facing guides to support scalable self-service
• Perform quality assurance audits on our Support AI Chatbot and coach it to ensure correct responses
• Become familiar with tools such as SQL, APIs, Retool, and CRM configuration logic
• Develop technical depth by learning tools such as SQL, APIs, Retool, and CRM configuration logic

Requirements

• 2–3 years of experience in a customer support or technical support role (SaaS or startup experience a plus)
• Demonstrated technical proficiency (Computer Science degree, coding bootcamp certificate, or hands-on experience)
• Comfortable working with support platforms and CRMs (Zendesk, Salesforce, etc.)
• Strong analytical skills with a bias for data-driven decisions
• Clear, professional verbal and written communication skills
• Strong organizational skills and a proactive approach to solving problems
• Experience using low-code/no-code tools like Retool
• Familiarity with SQL and experience writing queries
• Experience with tools such as DataDog, Postman, Tableau, or similar
• Advanced Google Sheets or Excel knowledge
• Previous exposure to API integrations or debugging workflows
• Interest in evolving into a Solutions Engineer role over time
• Willingness to work in person at our NYC office 5 days a week

Why Join

• Growth and impact. It’s not often that you can get in on the ground floor of a funded (unicorn!) startup that’s scaling. That means that instead of following a playbook, you’ll be writing it.
• Every single day you will be challenged to identify how we can scale and execute on it. You’ll learn what works when you succeed and what doesn’t when you fail. Either way, the rest of the team will be here to support you.

Benefits

• Competitive salaries
• Medical, Dental and Vision premiums covered at 100%
• Completely paid parental leave
• Commute benefits
• 401(k) benefits
• Fitness & home services stipend to cover part of your expenses so you can focus on what matters
• A collaborative in-office environment with an open floor plan, fully stocked kitchen, and all meals covered in the office
• Unlimited vacation and paid holidays

Job Compensation Range

The salary range for this role is $90,000 - $110,000. EliseAI offers a competitive total rewards package which includes base salary, equity, and a comprehensive benefits & perks package. Exact compensation is determined based on a number of factors including experience, skill level, location and qualifications which are assessed during the interview process.