Senior Product Solutions Analyst

About the Company

EliseAI is improving the industries that matter most: housing and healthcare. By integrating AI agents deeply into existing workflows, we make them more efficient, reduce costs, and improve the experience for everyone.

Responsibilities

• Provide Tier 2 technical support to clients through Zendesk
• Investigate, troubleshoot, and resolve complex technical issues
• Act as a subject matter expert on client-specific configurations and workflows
• Collaborate with Solutions and Engineering teams to identify trends and product improvements
• Maintain professional communication with clients throughout the support lifecycle
• Update internal documentation, FAQs, and user-facing guides
• Perform quality assurance audits on the Support AI Chatbot
• Develop technical depth using SQL, APIs, Retool, and CRM configuration logic

Requirements

• 2–3 years of experience in customer support or technical support (SaaS/startup preferred)
• Demonstrated technical proficiency (CS degree, bootcamp, or hands-on experience)
• Proficiency with support platforms and CRMs like Zendesk or Salesforce
• Experience with low-code/no-code tools like Retool
• Familiarity with SQL and experience writing queries
• Experience with tools such as DataDog, Postman, or Tableau
• Advanced Google Sheets or Excel knowledge
• Exposure to API integrations or debugging workflows
• Ability to work in person at the NYC office 5 days a week

Benefits

• Equity in the company
• 100% covered Medical, Dental, and Vision premiums
• Fully paid parental leave
• Commuter benefits and 401k
• Fitness and home services stipend
• Fully stocked kitchen and all meals covered in the office
• Unlimited vacation and paid holidays
• Relocation packages available