Senior Product Solutions Analyst | Housing

At 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.

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. We invest in our team’s growth, and this role is a stepping stone to deeper technical ownership.

This position is ideal for someone who has strong technical foundations and a desire to move beyond support into solution architecture, systems thinking, and product problem-solving.

You’ll be a key player in helping clients navigate EliseAI’s platform, and your insights will directly influence our technical solutions and product improvements.

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  Provide Tier 2 technical support to clients through Zendesk, ensuring timely and accurate resolution of issues

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  Investigate, troubleshoot, and resolve complex technical issues, escalating when appropriate

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  Act as a subject matter expert on client-specific configurations and workflows across the EliseAI Portal

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  Collaborate closely with the Solutions and Engineering teams to identify trends, share feedback, and contribute to product and workflow improvements

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  Maintain clear, professional communication with clients throughout the support lifecycle, always with a customer-obsessed mindset

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  Update and expand internal documentation, FAQs, and user-facing guides to support scalable self-service

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  Perform quality assurance audits on our Support AI Chatbot and coach it to ensure correct responses

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  Begin developing technical depth by learning tools such as SQL, APIs, Retool, and CRM configuration logic

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  Attract top-tier talent to join our driven team

• 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