Product Solutions Analyst | Housing

EliseAI • Toronto, ON

19d • CA$70,000 - CA$85,000 • Onsite

About The Position

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.

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

• 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

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.

Benefits

• Equity in the company
• Medical, Dental and Vision premiums covered at 100%
• Fully paid parental leave
• Commuter benefits
• 401k benefits
• Fitness & home services stipend to cover part of your expenses so you can focus on what matters
• Unlimited vacation and paid holidays
• Relocation packages

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level