# Product Solutions Analyst | Housing

**Company:** [EliseAI](https://hotfix.jobs/companies/eliseai)
**Location:** New York, NY, San Francisco, CA
**Role:** Support Engineering
**Salary:** $60k – $85k/yr
**Experience:** 1+ years
**Skills:** Zendesk, Salesforce, SQL, Retool, Google Sheets, Excel, Datadog, Postman, Tableau
**Posted:** 2025-06-20

> Provides tier 1/2 technical support for housing product clients using Zendesk, troubleshoots issues, maintains documentation, and collaborates on improvements. Requires technical proficiency, analytical skills, and onsite office presence.

## Job Description

## Key Responsibilities
- Provide tier 1 and tier 2 technical support to clients via Zendesk, ensuring timely resolution of issues
- Investigate, troubleshoot, and fix complex technical issues and escalate to appropriate internal teams when necessary
- Maintain clear documentation and communication with clients throughout the support lifecycle
- Collaborate with other teams in Product Solutions to relay user feedback, identify recurring issues, run audits and contribute to product improvements
- Maintain and update internal knowledge base articles, FAQs, and user guides
- Run Quality Assurance check on our Support AI Chatbot and provide ongoing coaching

## Requirements
- 1-2 years in a Customer Support Analyst or equivalent role is a plus
- Experience with support software and CRMs (e.g., **Zendesk**, **Salesforce**)
- **SQL** Knowledge is a plus
- Demonstrated technical proficiency such as a computer science degree, bootcamp certificate, or previous work experience
- Bias towards data-driven decision-making and analytical skills
- Strong written and verbal communication skills
- Willingness to work in person at our office 5 days a week

## Nice to Haves
- Computer Science degree, bootcamp certificate, or equivalent
- Experience building projects using low code / no code tools such as **Retool**
- Advanced knowledge of **Google Sheets** or **Excel**
- Familiarity with **DataDog** or other similar event-logging software
- Familiarity with **Postman** or other API testing tools
- Familiarity with Reporting tools such as **Tableau**
- Experience writing **SQL** queries

## Compensation
Salary range: **$60,000 - $85,000** base, plus equity and comprehensive benefits including medical/dental/vision (100% covered), 401k, unlimited vacation, and more.

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