End User Product Solutions Analyst (Evenings)

📋 Description

• Provide tier 1-2 technical support to clients via Zendesk within SLAs.
• Investigate, troubleshoot, and fix complex issues; escalate when needed.
• Maintain clear docs and communicate with internal teams throughout the lifecycle.
• Collaborate with Solutions team to relay user feedback and improve product.
• Update internal knowledge base and FAQs to reduce ticket volume.
• Run QA on the Support AI Chatbot and coach responses for resolution.

🎯 Requirements

• 1-2 years in a Customer Support Analyst or Product Solutions role.
• College degree.
• Experience with Zendesk, Intercom, Linear.
• Data analysis skills with SQL, Hex, Datadog, Tableau.
• Strong written and verbal communication skills.
• Willingness to work in NYC office during evening shifts.

🎁 Benefits

• Equity in the company
• Medical, Dental and Vision premiums covered 100%
• Fully paid parental leave
• Commuter benefits
• 401k benefits
• Unlimited vacation and paid holidays