Level 2 Support Representative

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. 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...

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