Level 2 Support Representative - HappyCo

About HappyCo

HappyCo builds mobile and cloud solutions to enable real-time property data. Our flagship product suite 'Happy Property' has more than 5 million units on its platform. We're everyday people with a shared purpose — improving the lives of others. Join HappyCo and Make Work Happy!

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.

Note: This position must be located in the United States with the ability to work within the Pacific timezone.

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
• Receive, investigate, and resolve escalated support tickets via Zendesk, phone, and email
• 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 and document root causes
• Collaborate with L3, Product, and Engineering teams during escalations
• 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
• Track and analyze ticket trends (e.g., FCR, resolution time, escalation types)

Requirements

• 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 Qualifications

• 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

What We Offer

• Work from anywhere supported by a flexible company culture
• Opportunity to work for a fast-growing technology company in the PropTech industry
• Unlimited vacation time
• Generous paid parental leave
• Competitive and equitable pay
• Monthly stipends to support Wellness and Home Office expenses