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.
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