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← Happyco

Level 2 Support Representative

Happyco
Location
Remote (USA)
Posted
20 days ago
Department
Support
What they actually want (must-haves)
  • 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
Nice to have
  • 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
What the job really is

As a Level 2 Support Representative at HappyCo, you will be responsible for resolving complex customer issues, acting as a subject matter expert, and collaborating with various teams to enhance support processes. Your day-to-day tasks will include troubleshooting escalated tickets, conducting live troubleshooting sessions, and maintaining documentation to support the Level 1 team. This role requires strong technical skills and a commitment to delivering exceptional customer experiences.

Benefits
  • Work from anywhere supported by a flexible company culture
  • Opportunity to work for one of the fastest-growing technology companies in the PropTech industry
  • Unlimited vacation time
  • Generous paid parental leave
  • Competitive and equitable pay
  • Monthly stipends to support Wellness and Home Office expenses
Things to weigh
  • No salary listed
  • Role involves handling complex technical issues which may require significant problem-solving skills
  • Fast-paced and evolving environment may not suit everyone
Job score3.2/5
Benefits3/5
Freshness4/5
Career value4/5
Role clarity5/5
Pay transparency0/5

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