About the Role

EliseAI's Technical Solutions & Support team are subject matter experts responsible for solving issues and answering questions for our customers. Our Solutions & Support team members possess in-depth system knowledge on our individual client configurations and systems and configuration data access. The team works with other internal teams to troubleshoot customer issues and ensure the best possible customer experience.

Key Responsibilities

Deeply understand our product, customers, and how they work best together:

• How we onboard clients and translate their preferences into our system's settings.
• How our integrations work with client telephony, EHR and PMS systems.
• How our clients' businesses work and how issues they report impact their operations.

Provide excellent, customer-obsessed support to our clients:

• Communicate with clients quickly, clearly, and professionally to understand their issues and the business impact they're causing.
• Resolve issues through thorough investigation and provide empathetic, over-the-top, extra-mile customer service during that process.
• Prioritize your time according to the issue's impact on our clients' businesses.
• Advise clients on best practices for configuring and interacting with their AI Assistant.

Investigate and document product issues:

• Investigate issues' root cause and impact using SQL queries, logs, and other data sources.
• Write highly effective ticket summaries that provide clear descriptions of the issue, how to reproduce it, its business impact, and relevant documents that will help prioritize the issue and quickly solve it.
• Communicate bug fixes to our clients, confirm the issue is solved, and share these updates with your team members

Requirements

• 0-3 years of experience in similar role or field
• Demonstrated technical proficiency such as a computer science degree, bootcamp certificate, or previous work experience
• Bias towards data-driven decision-making and analytical skills
• Ability to break down complex technical concepts and communicate them clearly to both technical and non-technical audiences
• Demonstrated problem-solving skills and comfort working with ambiguous or open-ended problems
• Experience in a customer-facing role is a plus
• Willingness to work in person at our office 5 days a week

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.

Nice to haves include

• Computer Science degree, bootcamp certificate, or equivalent
• 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 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 (unicorn!) startup that's scaling so fast. 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
• Commuter benefits
• 401k benefits
• Fitness & home services stipend to cover part of your expenses so you can focus on what matters
• A collaborative in-office environment with an open floor plan, fully stocked kitchen, and all meals covered in the office
• 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 $100,000 - $135,000. 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.