{"schemaVersion":"jobsearcher.job.v1","id":"a2cf423b2d6a8b01ae775ac8","url":"https://jobsearcher.com/jobs/a2cf423b2d6a8b01ae775ac8","canonicalUrl":"https://jobsearcher.com/jobs/a2cf423b2d6a8b01ae775ac8","title":"Remote Level 2 Support Representative","description":"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 Level 2 Support Representative to join our team at HappyCo. This position must be located in the United States with the ability to work within the Pacific timezone.The PositionAs 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.ResponsibilitiesAct as a product and workflow expert for L1 agents and internal teamsHost live troubleshooting and screen-share calls with customers to resolve complex issues faster, reduce back-and-forth, and build trust through real-time connectionReceive, investigate, and resolve escalated support tickets via Zendesk, phone, and email — bringing urgency, accuracy, and empathy to every interactionTroubleshoot complex platform issues involving integrations, data flow, permissions, and user access across multiple systemsUse diagnostic tools (e.g. Zendesk Explore, logging dashboards, internal admin tools) to reproduce issues, document root causes, and inform cross-functional follow-upCollaborate with L3, Product, and Engineering teams during escalations, contributing investigation summaries, context, and customer impact assessmentsPartner with Support leadership to identify ticket trends and recommend workflow, documentation, or product improvementsOwn and maintain internal documentation, macros, and training content to support L1 enablement and onboardingContribute to support QA efforts and participate in calibration sessions to ensure consistency and qualityTrack and analyze ticket trends (e.g. FCR, resolution time, escalation types), surfacing actionable insightsProactively participate in retros, process feedback loops, and support experiments that raise our service barDeliver a customer experience that reflects HappyCo's values — clear, timely, helpful, and thoughtfulWhat We Think You Need to be SuccessfulRequired2–5+ years in a technical customer support or SaaS support operations roleDemonstrated experience resolving complex, escalated support issues independentlyStrong technical troubleshooting skills across integrated SaaS platforms, including data flow, system permissions, and third-party integrationsProficiency with Zendesk or a similar ticketing platform; ability to configure views, macros, and triage workflowsExperience interpreting customer-facing issues using logs, metrics dashboards, or internal toolingExcellent communication skills, with the ability to distill technical concepts into simple, customer-friendly explanationsHighly organized, with experience using G-Suite, Slack, and support documentation systemsComfortable operating in a fast-paced, collaborative, and continuously evolving environmentPreferredExperience in property management or PropTech environmentsFamiliarity with tools like Jira, Notion and GainsightExperience contributing to internal knowledge bases, agent enablement, or support automationExperience working in or alongside BPO or distributed support teamsUnderstanding of SLA-based triage workflows, ticket prioritization, and escalation handlingExposure to APIs, system logs, or backend-to-UI debugging conceptsHow You'll Be MeasuredResolution time, accuracy, and quality of escalated ticket handlingDepth and clarity of root cause investigations and documentationContribution to L1 enablement and knowledge documentationInternal QA scores and peer/stakeholder feedbackParticipation in process improvement and proactive support initiativesKeys to Optimum Happiness at HappyCoThrives in ambiguity and proactively builds clarityFocuses on long-term impact over quick winsEnables others through systems, not mandatesLeverages technology and AI to empower people and simplify complexityEmbraces the challenges and rewards of growing in a scaleup environmentAbout HappyCoFounded 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 CultureHappyCo strives to build better communities. So naturally, we are dedicated to making our own community an enjoyable place that allows us to 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 careers page!We Offer:Work from anywhere supported by a flexible company cultureOpportunity to work for one of the fastest-growing technology companies in the PropTech industryUnlimited vacation timeGenerous paid parental leaveCompetitive and equitable payMonthly stipends to support Wellness and Home Office expensesFind out more about our US Employee Benefits here!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.A note on hiring scams: All legitimate communication from HappyCo about this role — including interview scheduling, offer letters, and any request for personal information — will come from an @happy.co email address. We will never conduct interviews over chat-only platforms (e.g., Telegram, WhatsApp, Skype) or ask you to pay for equipment, training, or background checks. If you receive an offer or interview request from any other domain, please don't respond, and report it to us at [email protected]We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.","company":"Happyco","rawCompany":"happyco","city":"Hampton","state":"VA","isRemote":true,"isActive":true,"createdAt":"2026-09-06T14:44:02.889Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"}],"industries":[{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Remote Level 2 Support Representative","description":"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 Level 2 Support Representative to join our team at HappyCo. This position must be located in the United States with the ability to work within the Pacific timezone.The PositionAs 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.ResponsibilitiesAct as a product and workflow expert for L1 agents and internal teamsHost live troubleshooting and screen-share calls with customers to resolve complex issues faster, reduce back-and-forth, and build trust through real-time connectionReceive, investigate, and resolve escalated support tickets via Zendesk, phone, and email — bringing urgency, accuracy, and empathy to every interactionTroubleshoot complex platform issues involving integrations, data flow, permissions, and user access across multiple systemsUse diagnostic tools (e.g. Zendesk Explore, logging dashboards, internal admin tools) to reproduce issues, document root causes, and inform cross-functional follow-upCollaborate with L3, Product, and Engineering teams during escalations, contributing investigation summaries, context, and customer impact assessmentsPartner with Support leadership to identify ticket trends and recommend workflow, documentation, or product improvementsOwn and maintain internal documentation, macros, and training content to support L1 enablement and onboardingContribute to support QA efforts and participate in calibration sessions to ensure consistency and qualityTrack and analyze ticket trends (e.g. FCR, resolution time, escalation types), surfacing actionable insightsProactively participate in retros, process feedback loops, and support experiments that raise our service barDeliver a customer experience that reflects HappyCo's values — clear, timely, helpful, and thoughtfulWhat We Think You Need to be SuccessfulRequired2–5+ years in a technical customer support or SaaS support operations roleDemonstrated experience resolving complex, escalated support issues independentlyStrong technical troubleshooting skills across integrated SaaS platforms, including data flow, system permissions, and third-party integrationsProficiency with Zendesk or a similar ticketing platform; ability to configure views, macros, and triage workflowsExperience interpreting customer-facing issues using logs, metrics dashboards, or internal toolingExcellent communication skills, with the ability to distill technical concepts into simple, customer-friendly explanationsHighly organized, with experience using G-Suite, Slack, and support documentation systemsComfortable operating in a fast-paced, collaborative, and continuously evolving environmentPreferredExperience in property management or PropTech environmentsFamiliarity with tools like Jira, Notion and GainsightExperience contributing to internal knowledge bases, agent enablement, or support automationExperience working in or alongside BPO or distributed support teamsUnderstanding of SLA-based triage workflows, ticket prioritization, and escalation handlingExposure to APIs, system logs, or backend-to-UI debugging conceptsHow You'll Be MeasuredResolution time, accuracy, and quality of escalated ticket handlingDepth and clarity of root cause investigations and documentationContribution to L1 enablement and knowledge documentationInternal QA scores and peer/stakeholder feedbackParticipation in process improvement and proactive support initiativesKeys to Optimum Happiness at HappyCoThrives in ambiguity and proactively builds clarityFocuses on long-term impact over quick winsEnables others through systems, not mandatesLeverages technology and AI to empower people and simplify complexityEmbraces the challenges and rewards of growing in a scaleup environmentAbout HappyCoFounded 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 CultureHappyCo strives to build better communities. So naturally, we are dedicated to making our own community an enjoyable place that allows us to 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 careers page!We Offer:Work from anywhere supported by a flexible company cultureOpportunity to work for one of the fastest-growing technology companies in the PropTech industryUnlimited vacation timeGenerous paid parental leaveCompetitive and equitable payMonthly stipends to support Wellness and Home Office expensesFind out more about our US Employee Benefits here!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.A note on hiring scams: All legitimate communication from HappyCo about this role — including interview scheduling, offer letters, and any request for personal information — will come from an @happy.co email address. We will never conduct interviews over chat-only platforms (e.g., Telegram, WhatsApp, Skype) or ask you to pay for equipment, training, or background checks. If you receive an offer or interview request from any other domain, please don't respond, and report it to us at [email protected]We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.","datePosted":"2026-09-06T14:44:02.889Z","dateModified":"2026-09-06T14:44:02.889Z","hiringOrganization":{"@type":"Organization","name":"Happyco","sameAs":"https://jobsearcher.com"},"jobLocationType":"TELECOMMUTE","applicantLocationRequirements":{"@type":"Country","name":"US"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Hampton","addressRegion":"VA","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"a2cf423b2d6a8b01ae775ac8"},"url":"https://jobsearcher.com/jobs/a2cf423b2d6a8b01ae775ac8"}}