Senior Technical Support Analyst

About EliseAI

EliseAI develops cutting-edge conversational AI technology for industries fundamental to our lives: housing and healthcare. Everything is built on the foundation of health and home. Broken systems or ineffective processes in these domains have a disproportionate impact on our quality of life and society’s overall wellbeing. Conversely, any solution or technology that solves problems in these areas will have an impact that ripples far beyond them.

That’s the only kind of impact we are interested in having at EliseAI. If you get excited by the thought of working really hard on these kinds of problems, then EliseAI is the right place for you.

About The Role

We’re 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. You’ll 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 team’s 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.

You’ll be a key player in helping clients navigate EliseAI’s platform, and your insights will directly influence our technical solutions and product improvements.

Key Responsibilities

• Provide Tier 1 and 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

• 1–3 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 4-5 days a week

Why Join

Growth and impact. It’s not often that you can get in on the ground floor of a funded (unicorn!) 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 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

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

Job Compensation Range

The salary range for this role is $75,000 – $90,000. 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 [email protected]