# Product Solutions Analyst | Housing

**Company:** [EliseAI](https://hotfix.jobs/companies/eliseai)
**Location:** Toronto, Canada
**Role:** Support Engineering
**Salary:** CA$70k – CA$85k/yr
**Experience:** 1+ years
**Skills:** Zendesk, CRM, Property Management Systems, Postman, Datadog, Logrocket, Retool, Google Sheets, Excel, Tableau, SQL, Ai Assistants
**Posted:** 2026-08-06

> Provides technical client support for EliseAI’s housing platform by troubleshooting Tier 1 issues, investigating logs and configurations, documenting bugs, and coordinating escalations with Solutions Engineering and Engineering. The role requires at least one year of technical support experience, strong communication, and analytical skills.

## Job Description

## Responsibilities

### Client Support
- Serve as the initial point of contact for client questions, issues, and requests across the Elise platform.
- Deliver timely, professional, and empathetic solutions.
- Gather issue details, including expected versus actual behavior, reproduction steps, and business impact.
- Own the ticketing queue for the assigned product and meet internal backlog KPIs.
- Maintain 85%+ CSAT.

### Platform Knowledge and Troubleshooting
- Develop a strong understanding of the product, clients, onboarding processes, system configurations, Property Management System and CRM integrations, and client workflows.
- Become a subject matter expert in Elise systems and third-party tools.
- Resolve Tier 1 product questions and known issues using documentation, internal tools, and established workflows.
- Advise customers on best practices for configuring and interacting with their AI Assistant.
- Prioritize work based on issue severity and customer impact.
- Escalate complex or unresolved issues to Solutions Engineers or Engineering with clear documentation.

### Bug Documentation and Escalation
- Identify potential bugs and platform inconsistencies during client interactions.
- Create escalation tickets with issue descriptions, reproduction steps, business impact, relevant logs, queries, examples, and documentation.
- Assist with basic investigations using logs, predefined queries, and internal dashboards.

### Communication and Process Improvement
- Communicate updates, resolutions, and next steps clearly to clients.
- Confirm issue resolution and client satisfaction before closing tickets.
- Share learnings, patterns, and feedback to improve processes, documentation, and product quality.

## Requirements
- 1+ years of experience in a Technical Support Specialist or equivalent role.
- Experience with support software and CRMs, such as Zendesk.
- Demonstrated technical proficiency.
- Strong written and verbal communication skills.
- Experience in a customer-facing role.
- Analytical skills and a bias toward data-driven decision-making.
- Willingness to work in person with the team 4–5 days per week upon office opening.
- A Computer Science, Mathematics, or Engineering degree is preferred.

## Nice-to-Haves
- Experience building projects with low-code or no-code tools such as Retool.
- Advanced knowledge of Google Sheets or Excel.
- Familiarity with Datadog or similar event-logging software.
- Familiarity with Postman or other API testing tools.
- Familiarity with reporting tools such as Tableau.
- Experience writing SQL queries.

## Compensation and Benefits
- Salary range: **CAD $70,000–$85,000**, with the ability to earn overtime.
- Equity in the company.
- Medical, dental, and vision premiums covered at 100%.
- Fully paid parental leave.
- Commuter benefits.
- 401(k) benefits.
- Fitness and home services stipend.
- Unlimited vacation and paid holidays.
- Relocation packages.

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