Remote Level 2 SaaS Support Specialist

HappyCo; United States Virgin Islands; On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Work from anywhere

Unlimited vacation

Parental leave

Wellness stipend

Home office stipend

Job summary

HappyCo is looking for a Level 2 Support Representative to resolve escalated issues and deliver outstanding customer experiences across our SaaS platform. This is a hands-on, technically involved role that thrives on solving challenging system‑level problems.

You’ll collaborate with L1, Product, and Engineering to troubleshoot complex data flows, permissions, and integrations, and contribute to internal knowledge bases to raise service quality.

Qualifications

• 2–5+ years in a technical customer support or SaaS support role.
• Proven ability to resolve escalated issues independently.
• Strong troubleshooting across integrated SaaS platforms, including data flow and permissions.
• Experience with Zendesk and configuring views, macros, and triage workflows.
• Ability to read logs and dashboards to identify root causes.
• Excellent communication and ability to explain complex concepts simply.
• Highly organized with experience using G‑Suite and Slack.
• Comfortable in a fast-paced, collaborative environment.

Responsibilities

• Act as product and workflow expert for L1 agents and internal teams.
• Host live troubleshooting and screen-ups on calls with customers to resolve complex issues faster.
• Receive, investigate, and resolve escalated tickets via Zendesk, phone, and email.
• Troubleshoot platform issues involving integrations, data flow, permissions across systems.
• Use diagnostic tools to reproduce issues, document root causes, and inform follow‑ups.
• Collaborate with L3, Product, and Engineering during escalations, contributing context and impact.
• Partner with Support leadership to identify ticket trends and improve workflows.
• Own and maintain internal documentation, macros, and training content.
• Track ticket trends and surface actionable insights for improvements.
• Participate in retros, process feedback loops, and support experiments.

Skills

Technical customer support

Escalated issue resolution

Cross-functional collaboration

Strong communication

Tools

Zendesk

Zendesk Explore

G‑Suite

Slack

Job description

HappyCo is looking for a Level 2 Support Representative to resolve escalated issues and deliver outstanding customer experiences across our SaaS platform. This is a hands-on, technically involved role that thrives on solving challenging system‑level problems.

You’ll collaborate with L1, Product, and Engineering to troubleshoot complex data flows, permissions, and integrations, and contribute to internal knowledge bases to raise service quality.