HappyCo is hiring a Level 2 Support Representative for a full-time remote position focused on technical customer support, troubleshooting, escalations, and support operations.

The role is designed for an experienced support professional who can investigate complex SaaS issues, work with cross-functional teams, and help improve support processes and documentation.

Job Title: Level 2 Support Representative
Company: HappyCo
Job Type: Full-Time
Location: Remote, USA
Time Zone: Pacific Time
Department: Support

About the Level 2 Support Representative Role

As a Level 2 Support Representative at HappyCo, you will handle more complex customer issues that require deeper technical investigation than typical first-level support.

You will work closely with L1 support agents, Product, Engineering, and other internal teams to investigate escalated tickets, identify root causes, and provide timely solutions to customers.

The position also involves improving internal support processes, maintaining documentation, and helping other support team members develop their troubleshooting capabilities.

Key Responsibilities

The successful candidate will be responsible for:

• Acting as a product and workflow expert for L1 agents and internal teams.
• Hosting troubleshooting and screen-sharing calls with customers.
• Investigating and resolving escalated support tickets through Zendesk, phone, and email.
• Troubleshooting issues involving integrations, permissions, data flow, and user access.
• Using diagnostic tools, logs, dashboards, and internal systems to investigate problems.
• Reproducing issues and documenting root causes.
• Working with Product and Engineering teams on complex escalations.
• Providing investigation summaries and customer impact information.
• Identifying ticket trends and recommending support process improvements.
• Maintaining internal documentation, macros, and training materials.
• Supporting quality assurance and calibration activities.
• Tracking support metrics such as resolution time, first-contact resolution, and escalation types.
• Participating in retrospectives and process improvement initiatives.
• Providing customers with clear, timely, and helpful support.

Requirements

HappyCo is looking for candidates with 2–5+ years of experience in technical customer support or SaaS support operations.

Applicants should have experience with:

• Resolving complex and escalated technical support issues.
• Troubleshooting SaaS platforms and integrated systems.
• Data flow, system permissions, and third-party integrations.
• Zendesk or a similar customer support platform.
• Configuring views, macros, and support workflows.
• Reading logs, metrics dashboards, or other diagnostic information.
• Explaining technical issues in simple, customer-friendly language.
• Google Workspace, Slack, and support documentation systems.
• Working in fast-paced and collaborative environments.

Preferred Qualifications

Experience in the following areas can also be beneficial:

• Property management or PropTech.
• Jira, Notion, or Gainsight.
• Knowledge bases and agent enablement.
• Support automation.
• BPO or distributed support teams.
• SLA-based ticket prioritization and escalation workflows.
• APIs, system logs, or backend-to-UI debugging.

How Performance Is Measured

HappyCo says performance in this role will be evaluated based on areas including:

• Resolution time and accuracy.
• Quality of escalated ticket handling.
• Root-cause investigation and documentation.
• Contributions to L1 training and knowledge documentation.
• Internal QA results and stakeholder feedback.
• Participation in support process improvements.

About HappyCo

Founded in 2011, HappyCo develops mobile and cloud-based solutions for property management. Its flagship Happy Property platform has more than 5 million units on the platform.

The company describes its workplace as flexible, supportive, and focused on helping employees grow their careers.

HappyCo also highlights benefits such as unlimited vacation time, paid parental leave, wellness and home-office stipends, and competitive pay.

How to Apply

Interested candidates can apply for the Level 2 Support Representative position through HappyCo’s official job listing.

Important: This position is specifically listed as Remote (USA) and requires candidates to be located in the United States and able to work within the Pacific Time Zone.

Application: Apply here.

Frequently Asked Questions

Is the HappyCo Level 2 Support Representative job remote?

Yes. The position is listed as a remote role, but it is specifically for candidates located in the United States who can work within the Pacific Time Zone.

Is this a full-time position?

Yes. HappyCo lists the Level 2 Support Representative position as full-time.

What experience is required?

HappyCo requests 2–5+ years of experience in technical customer support or SaaS support operations, along with experience handling complex escalations and troubleshooting integrated SaaS platforms.

Do I need Zendesk experience?

Zendesk or experience with a similar ticketing platform is listed among the requirements.

Can applicants outside the United States apply?

The listing states that the position must be located in the United States. Candidates outside the U.S. should therefore verify their eligibility before applying.