# Senior Product Solutions Analyst | Housing

**Company:** [EliseAI](https://hotfix.jobs/companies/eliseai)
**Location:** New York, NY
**Role:** Support Engineering
**Salary:** $90k – $110k/yr
**Experience:** 2+ years
**Skills:** SQL, Zendesk, Salesforce, Retool, APIs, Datadog, Postman, Tableau, Google Sheets, Excel
**Posted:** 2025-07-30

> Provides Tier 2 technical support for clients using EliseAI's housing platform, troubleshoots complex issues with tools like SQL and APIs, and collaborates with engineering on product improvements. Requires 2-3 years support experience, technical proficiency, and onsite work in NYC.

## Job Description

## 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

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