Level 2 Support Representative

# Level 2 Support Representative United States7 hours agoID 3291987

Price on request## Details

Employment type:

Full-time Remote:
Yes Company:
Happy Co## Description Happy Co  is a company where people can grow their careers and work with like minded people, with no egos or politics. Happy Co is values driven and offers a flexible, supportive culture. Join Happy Co and Make Work Happy!
We’re looking for a Level 2 Support Representative to join our team s position must be located in the United States with the ability to work within the Pacific timezone.
Eligibility    This is a 100% remote position. You must be located in the United States, be able to work within the Pacific time zone, and be legally eligible to work in the United States.
The position    As a Level 2 Support Representative at Happy Co, 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 Happy Co’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…