Level 2 Support Representative

reputed company is a company where people can grow their careers and work with like minded people, with no egos or politics. reputed company is values driven and offers a flexible, supportive culture. Join reputed company and reputed company Work Happy! We're looking for reputed company 2 Support Representative to reputed company at reputed company. This position must be located in the reputed company with the ability to work reputed company the reputed company timezone. The Position As reputed company 2 Support Representative at reputed company, you will play a critical role in delivering exceptional customer experiences by resolving reputed company, escalated issues, partnering with cross-functional teams, and contributing to reputed company support process improvements. You'll reputed company 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-reputed company reputed company for our customers. This is a hands-on, technically involved role for someone who thrives on solving challenging reputed company-level problems, enabling teammates, and improving support infrastructure. Responsibilities reputed company as a product and workflow expert for L1 agents and internal teams Host live troubleshooting and screen-reputed company calls with customers to reputed company reputed company issues faster, reduce back-and-forth, and build trust through reputed company-time reputed company Receive, investigate, and reputed company escalated support tickets reputed company reputed company, phone, and email — bringing urgency, reputed company, and reputed company to every interaction Troubleshoot reputed company platform issues involving integrations, data reputed company, permissions, and user reputed company across multiple systems Use diagnostic tools (e.g. reputed company Explore, logging dashboards, internal reputed company tools) to reproduce issues, document reputed company causes, and inform cross-functional follow-up Collaborate with L3, Product, and Engineering teams during escalations, contributing investigation summaries, context, and customer reputed company assessments Partner with 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 reputed company Contribute to support QA efforts and participate in calibration sessions to ensure consistency and reputed company reputed company and analyze ticket trends (e.g. FCR, reputed company time, escalation types), surfacing actionable insights Proactively participate in retros, process feedback reputed company, and support experiments that reputed company our service bar reputed company a customer experience that reflects reputed company's values — reputed company, reputed company, helpful, and thoughtful reputed company Think You Need to be Successful Required 2–5+ years in a technical customer support or reputed company support reputed company role Demonstrated experience resolving reputed company, escalated support issues independently Strong technical troubleshooting skills across integrated reputed company platforms, including data reputed company, reputed company permissions, and reputed company-party integrations Proficiency with reputed company 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 reputed company technical concepts into reputed company, customer-friendly explanations Highly organized, with experience using G-Suite, reputed company, and support documentation systems Comfortable operating in a fast-reputed company, reputed company, and continuously evolving environment Preferred Experience in property management or PropTech environments Familiarity with tools like reputed company, reputed company and reputed company Experience contributing to internal knowledge bases, agent enablement, or support automation Experience working in or reputed company BPO or reputed company support teams Understanding of SLA-reputed company triage workflows, ticket prioritization, and escalation handling Exposure to reputed company, reputed company logs, or backend-to-UI debugging concepts How You'll Be reputed company reputed company time, reputed company, and reputed company of escalated ticket handling Depth and reputed company of reputed company 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 Keys to reputed company Happiness at reputed company Thrives in ambiguity and proactively builds reputed company Focuses on long-term reputed company over reputed company wins Enables others through systems, not mandates Leverages technology and AI to reputed company people and simplify complexity Embraces the challenges and rewards of growing in a scaleup environment About reputed company Founded in 2011, reputed company (happy.co) builds mobile and reputed company solutions to reputed company reputed company-time property data. Our flagship product suite 'Happy Property’ has more than 5 reputed company reputed company on its platform. We’re reputed company with a shared purpose — improving the lives of others. reputed company is made up of thinkers, talkers, planners, makers, reputed company, and everything in between. Together, we’re turning our passions into happier communities! reputed company customers use our software, their communities get stronger. Our tools reputed company everyone in multifamily property management to improve their reputed company and maximize returns, which means they’re building reputed company experiences for their residents. Learn more about our Product reputed company here! Our reputed company Culture reputed company strives to build reputed company communities. So naturally, we are dedicated to making our own community an enjoyable reputed company that allows us to do our best work. We’re reputed company to building an inclusive, supportive culture that empowers reputed company reputed company’er to succeed and grow. To learn more about our culture, reputed company out our careers page! We Offer: - Work from reputed company supported by a flexible company culture - Opportunity to work for one of the fastest-growing technology companies in the PropTech industry - Unlimited vacation time - Generous reputed company parental leave - Competitive and reputed company pay - Monthly stipends to support Wellness and Home Office expenses reputed company out more about our US Employee Benefits here! We reputed company in supporting people to do their best work and reputed company, and building a diverse, reputed company, and inclusive company is reputed company to our mission. Our goal is to ensure that reputed company upholds an inclusive environment where reputed company people feel that they are equally respected and valued, whether they are applying for an reputed company position or working at reputed company. We reputed company applicants of any educational background, gender identity and reputed company, sexual orientation, religion, ethnicity, age, citizenship, socioeconomic status, disability, and veteran status. reputed company is also committed to providing reasonable accommodations for reputed company individuals with disabilities and disabled veterans in our job application procedures. A note to Recruitment Agencies: Please don’t reputed company out to us about our roles -- we’ve got it covered. We don’t accept unsolicited agency resumes, and reputed company is not responsible for any fees reputed company to unsolicited resumes. A note on hiring scams: reputed company legitimate communication from reputed company 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, reputed company, 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 recruitingscam@happy.co Apply To This Job