Senior Product Solutions Analyst | Housing

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
• Begin developing technical depth by learning tools such as SQL, APIs, Retool, and CRM configuration logic
• Attract top-tier talent to join our driven team

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

Compensation & Benefits

• Salary range: $90,000 - $110,000
• Equity in the company
• Medical, Dental and Vision premiums covered at 100%
• Fully paid parental leave
• Commuter benefits
• 401k benefits
• Fitness & home services stipend
• Unlimited vacation and paid holidays