Level 2 Support Representative

Job description

**HappyCo is a company where people can grow their careers and work with like minded people, with no egos or politics. HappyCo is values driven and offers a flexible, supportive culture. Join HappyCo and** [**Make Work Happy**](https://happy.co/media/make-work-happy)**!** We're looking for a **Level 2 Support Representative** to join our team at HappyCo. This position must be located in the United States with the ability to work within the Pacific timezone. ### The Position As a Level 2 Support Representative at HappyCo, you will play a critical role in delivering exceptional customer experiences by resolving complex, escalated issues, partnering with cross-functional teams, and contributing to continuous support process improvements. You'll act as a subject matter expert on our platform, tools, and workflows — working closely with the L1 support team, Product, and Engineering to ensure fast, consistent, and high-quality outcomes for our customers. This is a hands-on, technically involved role for someone who thrives on solving challenging system-level problems, enabling teammates, and improving support infrastructure. ### Responsibilities - Act as a product and workflow expert for L1 agents and internal teams - Host live troubleshooting and screen-share calls with customers to resolve complex issues faster, reduce back-and-forth, and build trust through real-time connection - Receive, investigate, and resolve escalated support tickets via Zendesk, phone, and email — bringing urgency, accuracy, and empathy to every interaction - Troubleshoot complex platform issues involving integrations, data flow, permissions, and user access across multiple systems - Use diagnostic tools (e.g. Zendesk Explore, logging dashboards, internal admin tools) to reproduce issues, document root causes, and inform cross-functional follow-up - Collaborate with L3, Product, and Engineering teams during escalations, contributing investigation summaries, context, and customer impact assessments - Partner with Support leadership to identify ticket trends and recommend workflow, documentation, or product improvements - Own and maintain internal documentation, macros, and training content to support L1 enablement and onboarding - Contribute to support QA efforts and participate in calibration sessions to ensure consistency and quality - Track and analyze ticket trends (e.g. FCR, resolution time, escalation types), surfacing actionable insights - Proactively participate in retros, process feedback loops, and support experiments that raise our service bar - Deliver a customer experience that reflects HappyCo's values — clear, timely, helpful, and thoughtful ### What We Think You Need to be Successful ### **Required** - 2–5+ years in a technical customer support or SaaS support operations role - Demonstrated experience resolving complex, escalated support issues independently - Strong technical troubleshooting skills across integrated SaaS platforms, including data flow, system permissions, and third-party integrations - Proficiency with Zendesk or a similar ticketing platform; ability to configure views, macros, and triage workflows - Experience interpreting customer-facing issues using logs, metrics dashboards, or internal tooling - Excellent communication skills, with the ability to distill technical concepts into simple, customer-friendly explanations - Highly organized, with experience using G-Suite, Slack, and support documentation systems - Comfortable operating in a fast-paced, collaborative, and continuously evolving environment ### **Preferred** - Experience in property management or PropTech environments - Familiarity with tools like Jira, Notion and Gainsight - Experience contributing to internal knowledge bases, agent enablement, or support automation - Experience working in or alongside BPO or distributed support teams - Understanding of SLA-based triage workflows, ticket prioritization, and escalation handling - Exposure to APIs, system logs, or backend-to-UI debugging concepts ### How You'll Be Measured - Resolution time, accuracy, and quality of escalated ticket handling - Depth and clarity of root cause investigations and documentation - Contribution to L1 enablement and knowledge documentation - Internal QA scores and peer/stakeholder feedback - Participation in process improvement and proactive support initiatives ### Keys to Optimum Happiness at HappyCo - Thrives in ambiguity and proactively builds clarity - Focuses on long-term impact over quick wins - Enables others through systems, not mandates - Leverages technology and AI to empower people and simplify complexity - Embraces the challenges and rewards of growing in a scaleup environment