Product Solutions Analyst | Housing

About EliseAI

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.

Housing : We simplify how renters tour apartments, sign leases, submit maintenance requests, and stay connected with their property team—bringing everything they need for their home into one place.

Healthcare : We make it easy to schedule appointments, complete intake forms, and we help patients communicate with providers, so everyone can focus on health instead of paperwork.

With EliseAI, organizations reduce manual work, improve accessibility, and deliver a seamless experience across essential services. We recently raised a $250 million Series E round led by Andreessen Horowitz to accelerate this mission.

About The Role

EliseAI’s Product Solutions team are subject matter experts responsible for solving issues and providing beyond best in class service for our clients. Our Product Solutions Analysts possess in-depth system knowledge on our individual client configurations and systems and configuration data access. The Product Solutions team sits at the center of the business bridging the gap between client experience and Product and Engineering working to troubleshoot client issues and ensure the best possible client experience.

Key Responsibilities

Be the First Line of Defensive for our Clients

Serve as the initial point of contact for client questions, issues, and requests across the Elise platform.

Deliver timely, professional, and empathetic solutions that make our clients feel heard and supported.

Clearly gather issue details, including expected versus actual behavior, reproduction steps, and business impact, to ensure fast and accurate resolution.

Take ownership over ticketing queue for the product you have ownership over and ensure backlog percentages meet our internal KPIs.

Learn and Navigate Our Platform

Develop a strong foundational understanding of our product, clients, and how we work together.

Learn how clients are onboarded and how their preferences are reflected in system configurations.

Understand how our platform integrates Property Management Systems and CRMs.

Build awareness of how client-reported issues affect their day-to-day business operations.

Become a subject matter expert in Elise systems and third party tooling such as Postman, DataDog, Log Rocket, and more.

Troubleshoot and Resolve Tier 1 Issues

Resolve common product questions and known issues using documentation, internal tools, and established workflows.

Advise customers on best practices for configuring and interacting with their AI Assistant.

Prioritize and manage your workload based on issue severity and customer impact.

Escalate complex or unresolved issues to Solutions Engineers and/or Engineering with clear and thorough documentation.

Document and Escalate Bugs Effectively

Identify potential bugs and inconsistencies in the platform during client interactions.

Create clear, high-quality escalation tickets that include:

A concise description of the issue

Steps taken to reproduce

Business impact

Links to relevant logs, queries run, etc.

Relevant examples or documentation

Assist with basic investigation using available tools (e.g., logs, predefined queries, or internal dashboards) to support escalation.

Close the Loop with Clients and the Team

Clearly Communicate updates, resolutions, and next steps clearly to clients

Confirm issues are resolved and ensure client satisfaction before closing tickets.

Share learnings, patterns, and feedback with teammates to help improve processes, documentation, and product quality

Maintain a 85%+ CSAT

Move at rocket speed, build something massive.

We’re scaling fast, solving real client problems with precision and ambition. Here, you own your impact; full autonomy, no micromanagement, no fluff.

We hire the best, expect the best, and give you the masterclass of your career. It’s hard, it’s intense, and it’s the most rewarding work you’ll ever do. If you’re hungry, driven, and ready to build something massive, climb aboard.

Requirements

1+ years in a Technical Support Specialist or equivalent role

Experience with support software and CRMs (e.g., Zendesk)

Demonstrated technical proficiency; Computer Science/Math/Engineering degree preferred

Bias towards data-driven decision-making and analytical skills

Strong written and verbal communication skills

Experience in a customer-facing role

Willing to work in person with your team 4-5 days per week upon opening of our office

Nice to haves include:

Experience building projects using low code / no code tools such as Retool

Advanced knowledge of Google Sheets or Excel

Familiarity with DataDog or other similar event-logging software

Familiarity with Postman or other API testing tools

Familiarity with Reporting tools such as Tableau

Experience writing SQL queries

Why Join

Growth and impact. It’s not often that you can get in on the ground floor of a funded startup that’s scaling. That means that instead of following a playbook, you’ll be writing it. Every single day you will be challenged to identify how we can scale and execute on it. You’ll learn what works when you succeed and what doesn’t when you fail. Either way, the rest of the team will be here to support you.

Benefits

In addition to the growth and impact you’ll have at EliseAI, we offer competitive salaries along with the following benefits:

Equity in the company

Medical, Dental and Vision premiums covered at 100%

Fully paid parental leave

Fitness & home services stipend to cover part of your expenses so you can focus on what matters

Unlimited vacation and paid holidays

We'll cover relocation packages and make the move exciting, not painful!

Job Compensation Range:

The salary range for this role is CAD $70,000 - $85,000 with the ability to earn overtime. EliseAI offers a competitive total rewards package which includes base salary, equity, and a comprehensive benefits & perks package. Exact compensation is determined based on a number of factors, including experience, skill level, location, and qualifications which are assessed during the interview process. Additional details about total compensation and benefits will be provided by our Recruiting Team during the hiring process.

EliseAI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any kind without regard to race, color, religion, age, sex, national origin, disability status, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state, or local law.

Employment with EliseAI is on an “at-will” basis, meaning that either the employee or the company may terminate the employment relationship at any time, with or without cause or notice, subject to applicable law.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. We will also consider qualified applicants in accordance with the Austin Fair Chance Hiring Ordinance.

If you need assistance or a reasonable accommodation during the application or recruiting process due to a disability, please contact us at [email protected] .