Level 2 Support Representative
H
HappyCoSaaS, PropTech
Remote (USA), Pacific timezoneFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2–5+ years
- Required Skills
- JiraRESTful APIsSaaSSlackZendeskTroubleshootingTechnical support
Requirements
- 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.
- 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.
- Highly organized, with experience using G-Suite, Slack, and support documentation systems.
- Comfortable operating in a fast-paced, collaborative, and continuously evolving environment.
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.
- Receive, investigate, and resolve escalated support tickets via Zendesk, phone, and email.
- Troubleshoot complex platform issues involving integrations, data flow, permissions, and user access.
- Use diagnostic tools to reproduce issues, document root causes, and inform cross-functional follow-up.
- Collaborate with L3, Product, and Engineering teams during escalations.
- Own and maintain internal documentation, macros, and training content.
- Track and analyze ticket trends to surface actionable insights.
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