Level 2 Support Representative at HappyCo

At HappyCo, we are dedicated to improving lives by building mobile and cloud solutions that provide real-time property data. Since our founding in 2011, our Happy Property platform has grown to support over 5 million units, helping multifamily property management teams maximize their returns and build stronger communities. We pride ourselves on a culture free of ego and politics, where we prioritize a supportive, values-driven environment. We are currently seeking a Level 2 Support Representative based in the United States who can work within the Pacific timezone to help us continue to make work happy.

Key outcomes

• Act as a primary product and workflow expert, providing guidance to L1 agents and internal stakeholders.
• Resolve complex, escalated support tickets via email, phone, and Zendesk with a high degree of empathy and technical accuracy.
• Conduct live troubleshooting and screen-share sessions with customers to address intricate issues in real time.
• Investigate platform challenges related to integrations, data flow, and user permissions using diagnostic tools and logging dashboards.
• Partner with Product, Engineering, and L3 teams by providing detailed investigation summaries and impact assessments.
• Maintain and improve internal documentation, macros, and training materials to support team onboarding and efficiency.
• Identify and analyze ticket trends to recommend proactive improvements to our workflows and product features.

Requirements

• Between 2 and 5 years of experience in a technical customer support or SaaS support operations role.
• Proven ability to independently resolve complex, escalated technical issues.
• Strong troubleshooting proficiency with integrated SaaS platforms, including experience with data flow and system permissions.
• Hands-on experience with Zendesk or similar ticketing systems, including the ability to manage workflows and macros.
• Excellent communication skills with the ability to explain technical concepts clearly to customers.
• High level of organization and familiarity with tools such as G-Suite and Slack.
• Ability to thrive in a fast-paced, collaborative, and evolving environment.

Preferred qualifications

• Background in property management or the PropTech industry.
• Familiarity with Jira, Notion, and Gainsight.
• Experience contributing to internal knowledge bases or support automation.
• Exposure to APIs, backend-to-UI debugging, or system logs.
• Experience working within or alongside distributed support teams.

Compensation

We offer a competitive and equitable pay structure. Our benefits package includes the following:

• Remote work flexibility with the ability to work from anywhere.
• Unlimited vacation time.
• Generous maternity and paternity leave.
• Comprehensive wellness programs.
• Monthly stipends to cover home office and wellness expenses.

How to apply

If you are passionate about solving complex problems and want to join a team that values growth and collaboration, we invite you to submit your application. We look forward to learning more about your experience and how you can contribute to our mission of making work happy.