Product Solutions Analyst | Housing

About the role

You are a Product Solutions Analyst focused on housing at EliseAI, where you serve as the primary link between our customers and our technology. In this capacity, you own the end-to-end resolution of client issues within the housing sector, ensuring that renter experiences remain seamless and efficient. You investigate and resolve tier 1 and tier 2 technical inquiries using a structured methodology rooted in data and system knowledge. This role requires you to act as a subject matter expert on individual client configurations and the underlying configuration data that powers our platform. You will translate complex technical findings into clear, actionable steps for clients while maintaining a customer-obsessed mindset. Additionally, you collaborate closely with internal teams to relay user feedback, identify trends, and drive product improvements that reduce friction across the renter journey. Ultimately, you own the narrative of the client experience by documenting solutions and empowering both customers and colleagues through knowledge sharing.

Key facts

What you'll do

Troubleshoot complex technical issues raised by housing clients via Zendesk, our ticketing system, and drive them to resolution.

Investigate configuration data and system logs to pinpoint the root cause of issues affecting renter tours, leases, and maintenance requests.

Maintain precise documentation of every interaction, ensuring that solutions are recorded clearly for future reference and scalability.

Update internal knowledge base articles, FAQs, and user guides to expand self-service options and reduce repetitive ticket volume.

Run Quality Assurance checks on our Support AI Chatbot, monitoring its performance and providing ongoing coaching to improve issue resolution accuracy.

Analyze recurring issues and trends, then collaborate with cross-functional teams to translate findings into product enhancements and process improvements.

Communicate proactively with clients throughout the support lifecycle, setting expectations and providing clear, jargon-free explanations of resolutions.

Partner with the Product Solutions team to run audits of client configurations, identifying opportunities to streamline workflows and reduce manual effort.

Serve as a subject matter expert on individual client setups, ensuring that support interactions reflect an intimate understanding of our housing technology stack.

Attract top-tier talent to join our driven team by embodying the standards of excellence, collaboration, and ownership that define EliseAI.

Requirements

1-2 years in a Customer Support Analyst or equivalent role is a plus, providing a foundation for handling complex technical inquiries.

Experience with support software and CRMs such as Zendesk, Salesforce, or similar platforms is essential for managing the client support lifecycle.

Demonstrated technical proficiency, whether through a computer science degree, a bootcamp certificate, or previous work experience in a technical environment.

A bias towards data-driven decision-making and analytical skills to interpret system logs, support metrics, and configuration data effectively.

Strong written and verbal communication skills to convey technical concepts clearly to both technical and non-technical stakeholders.

Willingness to work in person at our office 5 days a week to foster close collaboration and real-time problem-solving with the team.

A commitment to maintaining the clarity and accuracy of internal documentation, ensuring that solutions are accessible and reusable.

The ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail and a high standard of work.

Nice to have

A Computer Science degree, bootcamp certificate, or equivalent experience that demonstrates a strong technical background.

Experience building projects using low code / no code tools such as Retool to accelerate the development of internal tools and workflows.

Advanced knowledge of Google Sheets or Excel for analyzing support metrics and configuration data.

Familiarity with DataDog or other similar event-logging software to monitor system performance and support operations.

Familiarity with Postman or other API testing tools to validate integrations and troubleshoot endpoint behavior.

Familiarity with Reporting tools such as Tableau to visualize support trends and system health.

Experience writing SQL queries to extract and manipulate data from our databases for in-depth analysis.

Practical notes

This is a full-time role based in New York City requiring in-office presence five days a week.

Relocation packages are available to make the move to New York City as smooth as possible.

Why Join

Growth and impact define the EliseAI experience, offering an opportunity to join a funded unicorn startup during a phase of rapid scaling. In this environment, you will not follow a playbook; you will write it, tackling new challenges daily and defining the standards of support for the future of housing technology. Every day presents a chance to identify how we scale and execute on our mission, learning from both successes and failures with the support of a collaborative team. This is a high-intensity role that rewards hustle, ownership, and relentless curiosity.

Benefits

In addition to a competitive salary, EliseAI offers a comprehensive benefits package designed to support your growth and well-being. You will receive equity in the company, aligning your success with the long-term vision of the organization. Our benefits include medical, dental, and vision premiums covered at 100%, ensuring that you and your family are protected. You will also enjoy fully paid parental leave, commuter benefits, and 401k benefits to support your financial future. We provide a fitness & home services stipend to help cover related expenses, allowing you to focus on what matters most. Our office features a collaborative in-environment with an open floor plan, fully stocked kitchen, and all meals covered during the workday. Additional perks include unlimited vacation and paid holidays, along with comprehensive relocation packages to support your transition.

Job Compensation Range

The salary range for this role is $75,000 -