Level 2 Support Representative

Job not on LinkedIn

🕒 3 days ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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HappyCo

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

☁️ SaaS

🏠 Real Estate

💰 $52M Venture Round on 2022-01

SaaS • Real Estate

HappyCo is a technology company specializing in property management solutions tailored for multifamily properties. It offers software that optimizes operations such as maintenance, leasing management, and asset management, integrating artificial intelligence to enhance efficiency and resident satisfaction. HappyCo aims to centralize and standardize property operations, providing tools for real-time updates, expense tracking, and service requests. The company focuses on enhancing the living experience for residents and improving productivity for property managers.

📋 Description

• 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 Zendesk Explore, logging dashboards, and internal admin tools to reproduce issues, document root causes, and inform follow-up • 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 for L1 enablement and onboarding • Contribute to support QA efforts and participate in calibration sessions • Track and analyze ticket trends including FCR, resolution time, and escalation types • Participate in retrospectives, process feedback loops, and support experiments • Deliver a clear, timely, helpful, and thoughtful customer experience

🎯 Requirements

• Position must be located in the United States • Ability to work within the Pacific timezone • 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 • 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

🏖️ Benefits

• Work from anywhere supported by a flexible company culture • Unlimited vacation time • Generous paid parental leave • Competitive and equitable pay • Monthly stipends to support Wellness and Home Office expenses