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Why this grade This listing scored 43/100, which is a D. It lost the most ground on pay transparency. See the breakdown
- Description depth 20 / 20 How much the posting actually says about the work, measured in characters of real text.
- Remote clarity 15 / 15 Whether "remote" means anywhere, or is quietly restricted to one country.
- Freshness 8 / 15 How recently it was posted. Older postings are likelier to be filled or abandoned.
- Corroboration 5 / 10 Whether more than one source carries this listing.
- Role specificity 0 / 10 Whether the listing is tagged well enough to tell what the role actually is.
- Pay transparency 0 / 25 A published salary range, worth more than any other single factor because it is what a candidate cannot find out without applying.
-5 Ghost-job penalty — Deducted for signals that this posting may not be a real, currently-open role — staleness, repeated relisting, or talent-pool language.
Every figure above is arithmetic over the posting itself — its salary field, its text, its age, its tags and how many sources carry it. How the grades work →
This listing does not state a salary
$40k – $62k
That is the middle half of what comparable roles paid on this board over the last 90 days — 82 listings that did publish a figure, median $53k. It is not this employer's offer, and we have no idea what they pay. It is only what the rest of the market advertised.
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
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Where this listing came from
- 02 Sep 2026 Real Work From Anywhere first sighting
Seen on 1 board over 31 days.