L2 Support Representative
United States
Support /
Full-Time /
Remote
HappyCo is a company where people can grow their careers and work with like minded people, with no egos or politics. HappyCo is values driven and offers a flexible, supportive culture. Join HappyCo and Make Work Happy!
We’re looking for a L2 Support Representative to join our team.
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. This is a hands-on, technically involved role for someone who thrives on solving challenging system-level problems, enabling teammates, and improving support infrastructure.
What You’ll Do
- Act as a product and workflow expert for L1 agents and internal teams
- Receive, investigate, and resolve escalated support tickets via Zendesk, Slack, 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 the CSOL and 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
What You'll Bring | Required 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
What You'll Bring | Preferred Qualifications:
- Experience in property management or PropTech environments
- Familiarity with tools like Jira, Asana, Gainsight, SaaSOptics, or QuickBooks
- 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
How You’ll Be Measured
- Resolution time, accuracy, and quality of escalated ticket handling
- Depth and clarity of root cause investigations and documentation
- Contribution to L1 enablement and knowledge documentation
- Internal QA scores and peer/stakeholder feedback
- Participation in process improvement and proactive support initiatives
About HappyCo
Founded in 2011, HappyCo (happy.co) 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. Our team is made up of thinkers, talkers, planners, makers, builders and everything in between. Together, we’re turning our passions into happier communities!
When customers use our software, their communities get stronger. Our tools empower everyone in multifamily property management to improve their operations and maximize returns, which means they’re building better experiences for their residents. Learn more about our Product Vision here!
Our HappyCo Culture & Values
HappyCo strives to build better communities. So naturally, we are dedicated to making our own community an enjoyable place that lets us do our best work. We’re devoted to building an inclusive, supportive culture that empowers each HappyCo’er to succeed and grow. To learn more about our culture, check out our Glassdoor page and our careers page!
HappyCo’s culture is driven by our core values of Make Happiness, Stronger Together, Get Good Sh*t Done, Look Outward First and Kaizen - sounds great, right, but what does this mean for you?
We believe in supporting people to do their best work and thrive, and building a diverse, equitable, and inclusive company is core to our mission. Our goal is to ensure that HappyCo upholds an inclusive environment where all people feel that they are equally respected and valued, whether they are applying for an open position or working at the company. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, citizenship, socioeconomic status, disability, and veteran status. HappyCo is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.
A note to Recruitment Agencies: Please don’t reach out to us about our roles -- we’ve got it covered. We don’t accept unsolicited agency resumes and HappyCo is not responsible for any fees related to unsolicited resumes
