{"id":98100,"date":"2026-09-03T18:39:38","date_gmt":"2026-09-03T14:39:38","guid":{"rendered":"https:\/\/herecareers.com\/job\/level-2-support-representative-at-happyco\/"},"modified":"2026-09-03T18:40:05","modified_gmt":"2026-09-03T14:40:05","slug":"level-2-support-representative-at-happyco","status":"publish","type":"job_listing","link":"https:\/\/herecareers.com\/ar\/job\/level-2-support-representative-at-happyco\/","title":{"rendered":"Level 2 Support Representative at HappyCo"},"content":{"rendered":"<div><strong style=\"font-size: 11pt;\">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 <\/strong><a href=\"https:\/\/happy.co\/media\/make-work-happy\" class=\"postings-link\" rel=\"nofollow noopener\" target=\"_blank\"><strong style=\"font-size: 11pt;\">Make Work Happy<\/strong><\/a><strong style=\"font-size: 11pt;\">!<\/strong><\/div><div><br><\/div><div>\n<p>We&#8217;re looking for a <strong>Level 2 Support Representative<\/strong> to join our team at HappyCo. This position must be located in the United States with the ability to work within the Pacific timezone.<\/p>\n<h3>The Position<\/h3>\n<p>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&#8217;ll act as a subject matter expert on our platform, tools, and workflows \u2014 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.<\/p>\n<h3>\u0627\u0644\u0645\u0633\u0624\u0648\u0644\u064a\u0627\u062a<\/h3>\n<ul>\n<li>Act as a product and workflow expert for L1 agents and internal teams<\/li>\n<li>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<\/li>\n<li>Receive, investigate, and resolve escalated support tickets via Zendesk, phone, and email \u2014 bringing urgency, accuracy, and empathy to every interaction<\/li>\n<li>Troubleshoot complex platform issues involving integrations, data flow, permissions, and user access across multiple systems<\/li>\n<li>Use diagnostic tools (e.g. Zendesk Explore, logging dashboards, internal admin tools) to reproduce issues, document root causes, and inform cross-functional follow-up<\/li>\n<li>Collaborate with L3, Product, and Engineering teams during escalations, contributing investigation summaries, context, and customer impact assessments<\/li>\n<li>Partner with Support leadership to identify ticket trends and recommend workflow, documentation, or product improvements<\/li>\n<li>Own and maintain internal documentation, macros, and training content to support L1 enablement and onboarding<\/li>\n<li>Contribute to support QA efforts and participate in calibration sessions to ensure consistency and quality<\/li>\n<li>Track and analyze ticket trends (e.g. FCR, resolution time, escalation types), surfacing actionable insights<\/li>\n<li>Proactively participate in retros, process feedback loops, and support experiments that raise our service bar<\/li>\n<li>Deliver a customer experience that reflects HappyCo&#8217;s values \u2014 clear, timely, helpful, and thoughtful<\/li>\n<\/ul>\n<h3>What We Think You Need to be Successful<\/h3>\n<h3><strong>Required<\/strong><\/h3>\n<ul>\n<li>2\u20135+ years in a technical customer support or SaaS support operations role<\/li>\n<li>Demonstrated experience resolving complex, escalated support issues independently<\/li>\n<li>Strong technical troubleshooting skills across integrated SaaS platforms, including data flow, system permissions, and third-party integrations<\/li>\n<li>Proficiency with Zendesk or a similar ticketing platform; ability to configure views, macros, and triage workflows<\/li>\n<li>Experience interpreting customer-facing issues using logs, metrics dashboards, or internal tooling<\/li>\n<li>Excellent communication skills, with the ability to distill technical concepts into simple, customer-friendly explanations<\/li>\n<li>Highly organized, with experience using G-Suite, Slack, and support documentation systems<\/li>\n<li>Comfortable operating in a fast-paced, collaborative, and continuously evolving environment<\/li>\n<\/ul>\n<h3><strong>Preferred<\/strong><\/h3>\n<ul>\n<li>Experience in property management or PropTech environments<\/li>\n<li>Familiarity with tools like Jira, Notion and Gainsight<\/li>\n<li>Experience contributing to internal knowledge bases, agent enablement, or support automation<\/li>\n<li>Experience working in or alongside BPO or distributed support teams<\/li>\n<li>Understanding of SLA-based triage workflows, ticket prioritization, and escalation handling<\/li>\n<li>Exposure to APIs, system logs, or backend-to-UI debugging concepts<\/li>\n<\/ul>\n<h3>How You&#8217;ll Be Measured<\/h3>\n<ul>\n<li>Resolution time, accuracy, and quality of escalated ticket handling<\/li>\n<li>Depth and clarity of root cause investigations and documentation<\/li>\n<li>Contribution to L1 enablement and knowledge documentation<\/li>\n<li>Internal QA scores and peer\/stakeholder feedback<\/li>\n<li>Participation in process improvement and proactive support initiatives<\/li>\n<\/ul>\n<h3>Keys to Optimum Happiness at HappyCo<\/h3>\n<ul>\n<li>Thrives in ambiguity and proactively builds clarity<\/li>\n<li>Focuses on long-term impact over quick wins<\/li>\n<li>Enables others through systems, not mandates<\/li>\n<li>Leverages technology and AI to empower people and simplify complexity<\/li>\n<li>Embraces the challenges and rewards of growing in a scaleup environment<\/li>\n<\/ul>\n<\/div><div>\n<p>We&#8217;re looking for a <strong>Level 2 Support Representative<\/strong> to join our team at HappyCo. This position must be located in the United States with the ability to work within the Pacific timezone.<\/p>\n<h3>The Position<\/h3>\n<p>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&#8217;ll act as a subject matter expert on our platform, tools, and workflows &mdash; 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.<\/p>\n<h3>\u0627\u0644\u0645\u0633\u0624\u0648\u0644\u064a\u0627\u062a<\/h3>\n<ul>\n<li>Act as a product and workflow expert for L1 agents and internal teams<\/li>\n<li>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<\/li>\n<li>Receive, investigate, and resolve escalated support tickets via Zendesk, phone, and email &mdash; bringing urgency, accuracy, and empathy to every interaction<\/li>\n<li>Troubleshoot complex platform issues involving integrations, data flow, permissions, and user access across multiple systems<\/li>\n<li>Use diagnostic tools (e.g. Zendesk Explore, logging dashboards, internal admin tools) to reproduce issues, document root causes, and inform cross-functional follow-up<\/li>\n<li>Collaborate with L3, Product, and Engineering teams during escalations, contributing investigation summaries, context, and customer impact assessments<\/li>\n<li>Partner with Support leadership to identify ticket trends and recommend workflow, documentation, or product improvements<\/li>\n<li>Own and maintain internal documentation, macros, and training content to support L1 enablement and onboarding<\/li>\n<li>Contribute to support QA efforts and participate in calibration sessions to ensure consistency and quality<\/li>\n<li>Track and analyze ticket trends (e.g. FCR, resolution time, escalation types), surfacing actionable insights<\/li>\n<li>Proactively participate in retros, process feedback loops, and support experiments that raise our service bar<\/li>\n<li>Deliver a customer experience that reflects HappyCo&#8217;s values &mdash; clear, timely, helpful, and thoughtful<\/li>\n<\/ul>\n<h3>What We Think You Need to be Successful<\/h3>\n<h3><strong>Required<\/strong><\/h3>\n<ul>\n<li>2&ndash;5+ years in a technical customer support or SaaS support operations role<\/li>\n<li>Demonstrated experience resolving complex, escalated support issues independently<\/li>\n<li>Strong technical troubleshooting skills across integrated SaaS platforms, including data flow, system permissions, and third-party integrations<\/li>\n<li>Proficiency with Zendesk or a similar ticketing platform; ability to configure views, macros, and triage workflows<\/li>\n<li>Experience interpreting customer-facing issues using logs, metrics dashboards, or internal tooling<\/li>\n<li>Excellent communication skills, with the ability to distill technical concepts into simple, customer-friendly explanations<\/li>\n<li>Highly organized, with experience using G-Suite, Slack, and support documentation systems<\/li>\n<li>Comfortable operating in a fast-paced, collaborative, and continuously evolving environment<\/li>\n<\/ul>\n<h3><strong>Preferred<\/strong><\/h3>\n<ul>\n<li>Experience in property management or PropTech environments<\/li>\n<li>Familiarity with tools like Jira, Notion and Gainsight<\/li>\n<li>Experience contributing to internal knowledge bases, agent enablement, or support automation<\/li>\n<li>Experience working in or alongside BPO or distributed support teams<\/li>\n<li>Understanding of SLA-based triage workflows, ticket prioritization, and escalation handling<\/li>\n<li>Exposure to APIs, system logs, or backend-to-UI debugging concepts<\/li>\n<\/ul>\n<h3>How You&#8217;ll Be Measured<\/h3>\n<ul>\n<li>Resolution time, accuracy, and quality of escalated ticket handling<\/li>\n<li>Depth and clarity of root cause investigations and documentation<\/li>\n<li>Contribution to L1 enablement and knowledge documentation<\/li>\n<li>Internal QA scores and peer\/stakeholder feedback<\/li>\n<li>Participation in process improvement and proactive support initiatives<\/li>\n<\/ul>\n<h3>Keys to Optimum Happiness at HappyCo<\/h3>\n<ul>\n<li>Thrives in ambiguity and proactively builds clarity<\/li>\n<li>Focuses on long-term impact over quick wins<\/li>\n<li>Enables others through systems, not mandates<\/li>\n<li>Leverages technology and AI to empower people and simplify complexity<\/li>\n<li>Embraces the challenges and rewards of growing in a scaleup environment<\/li>\n<\/ul>\n<!-- notionvc: b335277e-dab3-4520-8e0f-b4e442097337 --><\/div><div><strong style=\"font-size: 16px;\">About HappyCo<\/strong><span style=\"font-size: 16px;\">&nbsp;<\/span><\/div>\n<div><span style=\"font-size: 16px;\">Founded in 2011, HappyCo (<\/span><a href=\"http:\/\/happy.co\" class=\"postings-link\" rel=\"nofollow noopener\" target=\"_blank\"><span style=\"font-size: 16px;\">happy.co<\/span><\/a><span style=\"font-size: 16px;\">) builds mobile and cloud solutions to enable real-time property data. Our flagship product suite &#8216;Happy Property\u2019 has more than 5 million units on its platform.&nbsp;<\/span><\/div>\n<div>&nbsp;<\/div>\n<div><span style=\"font-size: 16px;\">We\u2019re everyday people with a shared purpose \u2014 improving the lives of others. Our team is made up of thinkers, talkers, planners, makers, builders, and everything in between. Together, we\u2019re turning our passions into happier communities!&nbsp;&nbsp;<\/span><\/div>\n<div>&nbsp;<\/div>\n<div><span style=\"font-size: 16px;\">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\u2019re building better experiences for their residents. Learn more about our <\/span><a href=\"https:\/\/happyco-inc.wistia.com\/medias\/1va4woy4m3\" class=\"postings-link\" rel=\"nofollow noopener\" target=\"_blank\"><span style=\"font-size: 16px;\">Product Vision<\/span><\/a><span style=\"font-size: 16px;\"> here!<\/span><\/div>\n<div>&nbsp;<\/div>\n<div><strong style=\"font-size: 16px;\">Our HappyCo Culture<\/strong><\/div>\n<div><span style=\"font-size: 16px;\">HappyCo 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\u2019re devoted to building an inclusive, supportive culture that empowers each HappyCo\u2019er to succeed and grow. To learn more about our culture, check out our&nbsp;<\/span><a href=\"https:\/\/happy.co\/company\/careers\" class=\"postings-link\" rel=\"nofollow noopener\" target=\"_blank\"><span style=\"font-size: 16px;\">\u0635\u0641\u062d\u0629 \u0627\u0644\u0648\u0638\u0627\u0626\u0641 \u0644\u062f\u064a\u0646\u0627<\/span><\/a><span style=\"font-size: 16px;\">!&nbsp;<\/span><\/div>\n<div>&nbsp;<\/div>\n<div><strong><span style=\"font-size: 16px;\">We Offer:<\/span><\/strong><\/div>\n<div><span style=\"font-size: 16px;\">&#8211; Work from anywhere supported by a flexible company culture<\/span><\/div>\n<div><span style=\"font-size: 16px;\">&#8211; Opportunity to work for one of the fastest-growing technology companies in the PropTech industry<\/span><\/div>\n<div><span style=\"font-size: 16px;\">&#8211; Unlimited vacation time<\/span><\/div>\n<div><span style=\"font-size: 16px;\">&#8211; Generous paid parental leave<\/span><\/div>\n<div><span style=\"font-size: 16px;\">&#8211; Competitive and equitable pay<\/span><\/div>\n<div><span style=\"font-size: 16px;\">&#8211; Monthly stipends to support Wellness and Home Office expenses<\/span><\/div>\n<div>&nbsp;<\/div>\n<div><span style=\"font-size: 16px;\">Find out more about our <\/span><a href=\"https:\/\/happy.co\/company\/careers\/employee-benefits-usa\" class=\"postings-link\" rel=\"nofollow noopener\" target=\"_blank\"><span style=\"font-size: 16px;\">US Employee Benefits<\/span><\/a><span style=\"font-size: 16px;\"> here!<\/span><\/div>\n<div>&nbsp;<\/div>\n<div><em style=\"font-size: 11pt;\">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.<\/em><\/div>\n<div>&nbsp;<\/div>\n<div><em style=\"font-size: 11pt;\">A note to Recruitment Agencies: Please don\u2019t reach out to us about our roles &#8212; we\u2019ve got it covered. We don\u2019t accept unsolicited agency resumes, and HappyCo is not responsible for any fees related to unsolicited resumes.<\/em><\/div>\n<div>&nbsp;<\/div>\n<div><em style=\"font-size: 11pt;\"><strong><em>A note on hiring scams:<\/em><\/strong><em> All legitimate communication from HappyCo about this role \u2014 including interview scheduling, offer letters, and any request for personal information \u2014 will come from an @<\/em><em><span draggable=\"true\"><a rel=\"noopener noreferrer nofollow\" href=\"http:\/\/happy.co\" target=\"_blank\">happy.co<\/a><\/span><\/em><em> 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\u2019t respond, and report it to us at <\/em><em><span draggable=\"true\"><a aria-haspopup=\"menu\" rel=\"noopener noreferrer\" href=\"mailto:recruitingscam@happy.co\">recruitingscam@happy.co<\/a><\/span><\/em><\/em><\/div><div><strong style=\"font-size: 11pt;\">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 <\/strong><a class=\"postings-link\" href=\"https:\/\/happy.co\/media\/make-work-happy\" rel=\"nofollow noopener\" target=\"_blank\"><strong style=\"font-size: 11pt;\">Make Work Happy<\/strong><\/a><strong style=\"font-size: 11pt;\">!<\/strong><\/div>","protected":false},"author":100,"featured_media":0,"comment_status":"open","ping_status":"open","template":"","job_listing_type":[],"job_listing_category":[],"job_listing_location":[],"job_listing_tag":[],"class_list":["post-98100","job_listing","type-job_listing","status-publish","hentry"],"metas":{"_job_featured_image":"","_job_featured":"","_job_filled":"","_job_urgent":"","_job_category":[],"_job_type":[],"_job_tag":[],"_job_expiry_date":"","_job_gender":"","_job_apply_type":"external","_job_phone":"","_job_apply_url":"https:\/\/www.realworkfromanywhere.com\/jobs\/level-2-support-representative-happyco-9607","_job_apply_email":"","_job_salary_type":"","_job_salary":"","_job_experience":"","_job_career_level":"","_job_qualification":"","_job_video_url":"","_job_photos":"","_job_application_deadline_date":"","_job_address":"","_job_location":[],"_job_map_location":{"address":"","latitude":"","longitude":""},"_job_logo":"https:\/\/herecareers.com\/wp-content\/uploads\/wp-job-board-pro-uploads\/_employer_featured_image\/2025\/11\/ICON-Here-Careers-Logo-150-150x150.png","_job_employer_name":"HR","_job_employer_url":"https:\/\/herecareers.com\/ar\/employer\/hr\/"},"cmb2":{"_job_careerjet_job_fields":{"_job_careerjet_detail_url":"","_job_careerjet_company_name":""}},"_links":{"self":[{"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/job_listing\/98100","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/job_listing"}],"about":[{"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/users\/100"}],"replies":[{"embeddable":true,"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/comments?post=98100"}],"wp:attachment":[{"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/media?parent=98100"}],"wp:term":[{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/job_listing_type?post=98100"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/job_listing_category?post=98100"},{"taxonomy":"job_listing_location","embeddable":true,"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/job_listing_location?post=98100"},{"taxonomy":"job_listing_tag","embeddable":true,"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/job_listing_tag?post=98100"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}