Senior Technical Support Analyst
Senior Technical Support Analyst
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$ 75000 - 90000
1 Vacancy
Job Description
About EliseAI
At EliseAI were 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.
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.
Housing: We simplify how renters tour apartments sign leases submit maintenance requests and stay connected with their property teambringing everything they need for their home into one place.
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
Were looking for a Senior Technical Support Analyst who is passionate about solving complex problems obsessed with delivering an exceptional customer experience and eager to develop new skills. Youll gain exposure to technical problem-solving systems thinking and product knowledge all while building the communication and troubleshooting skills essential for a client-facing engineering role. We invest in our teams growth and this role is a stepping stone to deeper technical ownership.
This position is ideal for someone who has strong technical foundations and a desire to move beyond support into solution architecture systems thinking and product problem-solving.
Youll be a key player in helping clients navigate EliseAIs platform and your insights will directly influence our technical solutions and product improvements.
Key Responsibilities
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
Attract top-tier talent to join our driven team
Requirements
13 years of experience in a customer support or technical support role (SaaS or startup experience a plus)
Demonstrated technical proficiency (Computer Science degree coding bootcamp certificate or hands-on experience)
Comfortable working with support platforms and CRMs (Zendesk Salesforce etc.)
Strong analytical skills with a bias for data-driven decisions
Clear professional verbal and written communication skills
Strong organizational skills and a proactive approach to solving problems
Experience using low-code/no-code tools like Retool
Familiarity with SQL and experience writing queries
Experience with tools such as DataDog Postman Tableau or similar
Advanced Google Sheets or Excel knowledge
Previous exposure to API integrations or debugging workflows
Interest in evolving into a Solutions Engineer role over time
Willingness to work in person at our NYC office 5 days a week
Why Join
Growth and impact. Its not often that you can get in on the ground floor of a funded (unicorn!) startup thats scaling. That means that instead of following a playbook youll be writing it. Every single day you will be challenged to identify how we can scale and execute on it. Youll learn what works when you succeed and what doesnt when you fail. Either way the rest of the team will be here to support you.
Benefits
In addition to the growth and impact youll have at EliseAI we offer competitive salaries along with the following benefits:
Equity in the company in the form of stock options
Medical Dental and Vision premiums covered at 100%
Fully paid parental leave
Commuter benefits
401k benefits
Monthly fitness stipend
A collaborative in-office environment with an open floor plan fully stocked kitchen and company-paid lunch
Fun company social events through our Elise and the City program
Unlimited vacation and paid holidays
Well cover relocation packages and make the move exciting not painful!
Job Compensation Range
The salary range for this role is $75000 $90000. 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 type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.
Please note that employment with EliseAI is on an at-will basis which means that either the employee or the company may terminate the employment relationship at any time with or without cause or notice.
Pursuant to the San Francisco Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records.
If you need assistance and/or a reasonable accommodation in the application or recruiting process due to a disability please contact us at
Required Experience:
Senior IC
Employment Type
Full-Time
