Senior Product Solutions Analyst | Housing
Senior Product Solutions Analyst | Housing
Senior Product Solutions Analyst | Housing
eliseai
EliseAI is a company focused on improving housing and healthcare industries through AI integration. They are seeking a Senior Technical Support Analyst who will provide Tier 2 support, troubleshoot technical issues, and collaborate with engineering teams to enhance product offerings. This role offers opportunities for professional growth and deeper technical involvement.
Qualification
- 1–3 years of experience in a customer support or technical support role
- Strong technical foundations
- Desire to move beyond support into solution architecture and systems thinking
- Excellent communication skills
- Ability to troubleshoot complex technical issues
- Experience with Zendesk or similar support platforms
- Familiarity with SQL, APIs, and CRM systems
Responsibility
- 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
