RemoteLeaf Logo
Log in Sign up

Level 2 Support Representative

8 hours, 8 minutes ago
United States
Full-time
Mid Level
Technical Support Engineer
Customer and Technical Support
JIRA Notion
Apply Now
HappyCo

HappyCo

HappyCo provides an AI-powered platform designed to centralize and optimize maintenance operations for multifamily properties, enabling real-time inspection, monitoring, and management of business assets to enhance resident satisfaction and operational...

Professional Services
51-250
Founded 2012
$12M raised
View All Jobs 9

Description

  • Act as a product and workflow expert for L1 agents and internal teams.
  • Investigate and resolve escalated tickets through Zendesk, phone, and email.
  • Host troubleshooting and screen-sharing sessions with customers.
  • Troubleshoot integrations, data flows, permissions, and access across multiple systems.
  • Use logs, dashboards, and internal tools to reproduce issues and document root causes.
  • Collaborate with L3 Support, Product, and Engineering on escalations and customer impact assessments.
  • Analyze ticket trends and recommend workflow, documentation, and product improvements.
  • Maintain internal documentation, macros, training content, and knowledge bases.
  • Contribute to support QA, calibration sessions, retrospectives, and process experiments.
  • Track service metrics including first-contact resolution, resolution time, and escalation types.

Requirements

  • 2–5+ years of experience in technical customer support or SaaS support operations.
  • Demonstrated ability to independently resolve complex, escalated support issues.
  • Strong troubleshooting experience with integrated SaaS platforms, data flows, permissions, and third-party integrations.
  • Proficiency with Zendesk or a similar ticketing platform, including views, macros, and triage workflows.
  • Experience using logs, metrics dashboards, or internal tools to investigate customer issues.
  • Excellent communication skills and ability to explain technical concepts clearly to customers.
  • Strong organization and experience with G-Suite, Slack, and support documentation systems.
  • Ability to work effectively in a fast-paced, collaborative, evolving environment.
  • Property management or PropTech experience (preferred).
  • Familiarity with Jira, Notion, Gainsight, APIs, system logs, SLA workflows, or distributed support teams (preferred).

Benefits

  • Work-from-anywhere flexibility with a supportive company culture.
  • Unlimited vacation time.
  • Generous paid parental leave.
  • Competitive and equitable pay.
  • Monthly wellness and home-office expense stipends.
  • Inclusive environment with reasonable accommodations for qualified applicants.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Telnyx

Product Support Engineer: EMEA (Remote)

Telnyx 251-1K Diversified Telecommunication Services

Telnyx is hiring a technically minded support specialist to troubleshoot customer issues across connectivity products while helping develop AI-driven support automation.

Netherlands Romania Poland Ireland Full-time Mid Level Technical Support Engineer
Bash DNS Git GitHub HTTP IoT JavaScript JIRA Linux Metabase Postman Python REST API TLS Wireshark
6 hours, 53 minutes ago
Thoughtworks

Senior Systems Support Engineer

Thoughtworks 10K-50K Professional Services

Thoughtworks is seeking a Senior Systems Support Engineer to maintain the stability, availability, and operational efficiency of complex client application systems while delivering reliable DevOps-driven solutions.

India Full-time Senior Technical Support Engineer
Agile AWS Azure Azure Pipelines CI/CD Datadog Docker Grafana Jenkins Kanban Microservices MySQL Node.js PostgreSQL PowerShell Prometheus Python React Scrum Serverless SQL Server
8 hours, 23 minutes ago
IS International

Field Solutions Specialist

IS International 51-250 Construction & Engineering

The Field Solutions Specialist supports field resolution and implementation of system- and equipment-level solutions for battery energy storage systems by coordinating Manufacturing, Sustaining Engineering, and other stakeholders.

United States Full-time Senior Technical Support Engineer
Agile IoT
8 hours, 23 minutes ago
WorkNomads

Genesys Cloud Engineer (Remote)

WorkNomads 51-250 Internet Software & Services

WorkNomads is hiring a Genesys Cloud Engineer to provide production support, administer and configure Genesys Cloud CX, and deliver increasingly complex contact-center solutions in a distributed international team.

Bulgaria Europe Full-time Mid Level Technical Support Engineer
DNS JavaScript JSON Microsoft Dynamics 365 OAuth PowerShell Python REST API Salesforce TCP/IP
8 hours, 23 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers