二级支持代表
Level 2 Support Representative
HappyCo 是一家让员工可以发展职业生涯并和志同道合的人一起工作的公司，这里没有自负和政治。HappyCo 以价值观为导向，提供灵活且有支持的工作环境。加入 HappyCo，让工作变得快乐！
我们正在寻找一名 Level 2 支持代表加入 HappyCo 团队。该职位必须位于美国，并能够在美国太平洋时区工作。
职位描述
作为 HappyCo 的 Level 2 支持代表，你将在解决复杂、升级的问题、与跨职能团队合作以及推动持续支持流程改进方面发挥关键作用。你将成为我们平台、工具和工作流程的专家，与 L1 支持团队、产品和工程团队紧密合作，确保为客户提供快速、一致且高质量的结果。这是一个需要动手操作、技术参与的角色，适合那些喜欢解决具有挑战性的系统级问题、赋能同事并改善支持基础设施的人。
职责
作为 L1 员工和内部团队的产品和工作流程专家
主持与客户的实时故障排除和屏幕共享通话，更快地解决问题，减少来回沟通，并通过实时连接建立信任
通过 Zendesk、电话和电子邮件接收、调查并解决升级的支持工单——在每次互动中体现出紧迫性、准确性和同理心
排查涉及集成、数据流、权限和用户访问的复杂平台问题，这些问题可能跨越多个系统
使用诊断工具（如 Zendesk Explore、日志仪表板、内部管理工具）来重现问题、记录根本原因，并为跨职能后续工作提供信息
在升级过程中与 L3、产品和工程团队合作，提供调查摘要、背景信息和客户影响评估
与支持领导层合作，识别工单趋势并推荐工作流程、文档或产品改进
负责维护内部文档、宏和培训内容，以支持 L1 的赋能和入职
参与支持质量保证工作并参加校准会议，以确保一致性和质量
跟踪和分析工单趋势（如首次解决率、解决时间、升级类型），提出可操作的见解
主动参与回顾、流程反馈循环和支持实验，以提升我们的服务标准
为客户提供支持
查看英文原文
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 Position
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'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.
Responsibilities
Act as a product and workflow expert for L1 agents and internal teams
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
Receive, investigate, and resolve escalated support tickets via Zendesk, phone, and email — bringing urgency, accuracy, and empathy to every interaction
Troubleshoot complex platform issues involving integrations, data flow, permissions, and user access across multiple systems
Use diagnostic tools (e.g. Zendesk Explore, logging dashboards, internal admin tools) to reproduce issues, document root causes, and inform cross-functional follow-up
Collaborate with L3, Product, and Engineering teams during escalations, contributing investigation summaries, context, and customer impact 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 onboarding
Contribute to support QA efforts and participate in calibration sessions to ensure consistency and quality
Track and analyze ticket trends (e.g. FCR, resolution time, escalation types), surfacing actionable insights
Proactively participate in retros, process feedback loops, and support experiments that raise our service bar
Deliver a customer experience that reflects HappyCo's values — clear, timely, helpful, and thoughtful
What We Think You Need to be Successful
Required
2–5+ years in a technical customer support or SaaS support operations role
Demonstrated experience resolving complex, escalated support issues independently
Strong technical troubleshooting skills across integrated SaaS platforms, including data flow, system permissions, and third-party integrations
Proficiency with Zendesk 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 distill technical concepts into simple, customer-friendly explanations
Highly organized, with experience using G-Suite, Slack, and support documentation systems
Comfortable operating in a fast-paced, collaborative, and continuously evolving environment
Preferred
Experience in property management or PropTech environments
Familiarity with tools like Jira, Notion and Gainsight
Experience contributing to internal knowledge bases, agent enablement, or support automation
Experience working in or alongside BPO or distributed support teams
Understanding of SLA-based triage workflows, ticket prioritization, and escalation handling
Exposure to APIs, system logs, or backend-to-UI debugging concepts
How You'll Be Measured
Resolution time, accuracy, and quality of escalated ticket handling
Depth and clarity of root 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 Optimum Happiness at HappyCo
Thrives in ambiguity and proactively builds clarity
Focuses on long-term impact over quick wins
Enables others through systems, not mandates
Leverages technology and AI to empower people and simplify complexity
Embraces the challenges and rewards of growing in a scaleup environment
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 Position
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'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.
Responsibilities
Act as a product and workflow expert for L1 agents and internal teams
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
Receive, investigate, and resolve escalated support tickets via Zendesk, phone, and email — bringing urgency, accuracy, and empathy to every interaction
Troubleshoot complex platform issues involving integrations, data flow, permissions, and user access across multiple systems
Use diagnostic tools (e.g. Zendesk Explore, logging dashboards, internal admin tools) to reproduce issues, document root causes, and inform cross-functional follow-up
Collaborate with L3, Product, and Engineering teams during escalations, contributing investigation summaries, context, and customer impact 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 onboarding
Contribute to support QA efforts and participate in calibration sessions to ensure consistency and quality
Track and analyze ticket trends (e.g. FCR, resolution time, escalation types), surfacing actionable insights
Proactively participate in retros, process feedback loops, and support experiments that raise our service bar
Deliver a customer experience that reflects HappyCo's values — clear, timely, helpful, and thoughtful
What We Think You Need to be Successful
Required
2–5+ years in a technical customer support or SaaS support operations role
Demonstrated experience resolving complex, escalated support issues independently
Strong technical troubleshooting skills across integrated SaaS platforms, including data flow, system permissions, and third-party integrations
Proficiency with Zendesk 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 distill technical concepts into simple, customer-friendly explanations
Highly organized, with experience using G-Suite, Slack, and support documentation systems
Comfortable operating in a fast-paced, collaborative, and continuously evolving environment
Preferred
Experience in property management or PropTech environments
Familiarity with tools like Jira, Notion and Gainsight
Experience contributing to internal knowledge bases, agent enablement, or support automation
Experience working in or alongside BPO or distributed support teams
Understanding of SLA-based triage workflows, ticket prioritization, and escalation handling
Exposure to APIs, system logs, or backend-to-UI debugging concepts
How You'll Be Measured
Resolution time, accuracy, and quality of escalated ticket handling
Depth and clarity of root 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 Optimum Happiness at HappyCo
Thrives in ambiguity and proactively builds clarity
Focuses on long-term impact over quick wins
Enables others through systems, not mandates
Leverages technology and AI to empower people and simplify complexity
Embraces the challenges and rewards of growing in a scaleup environment
About HappyCo
Founded 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 Culture
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’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 culture
- Opportunity to work for one of the fastest-growing technology companies in the PropTech industry
- Unlimited vacation time
- Generous paid parental leave
- Competitive and equitable pay
- Monthly stipends to support Wellness and Home Office expenses
Find 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 recruitingscam@happy.coHappyCo 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!