Remote Level 2 Technical Support Specialist

HappyCo; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Work from anywhere

Unlimited vacation

Parental leave

Competitive pay

Monthly wellness stipend

Job summary

HappyCo seeks a Level 2 Support Representative in the United States (Pacific time zone) to deliver exceptional customer experiences by resolving escalated issues and partnering with Product and Engineering.

You will own complex tickets via Zendesk, run live troubleshooting sessions, analyze data, and contribute to knowledge base improvements. Join a scaleup PropTech company focused on growth and customer success.

Qualifications

• 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.

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

Skills

Technical support

SaaS platforms

Troubleshooting

Cross-functional collaboration

Communication

Tools

Zendesk

Jira

Notion

Gainsight

G-Suite

Slack

Job description

HappyCo seeks a Level 2 Support Representative in the United States (Pacific time zone) to deliver exceptional customer experiences by resolving escalated issues and partnering with Product and Engineering.

You will own complex tickets via Zendesk, run live troubleshooting sessions, analyze data, and contribute to knowledge base improvements. Join a scaleup PropTech company focused on growth and customer success.