<div> <strong><a href="https://himalayas.app/companies/happyco">HappyCo</a> is a company where people can grow their careers and work with like minded people, with no egos or politics. <a href="https://himalayas.app/companies/happyco">HappyCo</a> is values driven and offers a flexible, supportive culture. Join <a href="https://himalayas.app/companies/happyco">HappyCo</a> and </strong><strong>Make Work Happy</strong><strong>!</strong> </div><div> <p>We're looking for a <strong>Level 2 Support Representative</strong> to join our team at <a href="https://himalayas.app/companies/happyco">HappyCo</a>. This position must be located in the United States with the ability to work within the Pacific timezone.</p> <h3>The Position</h3> <p>As a Level 2 Support Representative at <a href="https://himalayas.app/companies/happyco">HappyCo</a>, 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.</p> <h3>Responsibilities</h3> <ul> <li>Act as a product and workflow expert for L1 agents and internal teams</li> <li>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</li> <li>Receive, investigate, and resolve escalated support tickets via Zendesk, phone, and email — bringing urgency, accuracy, and empathy to every interaction</li> <li>Troubleshoot complex platform issues involving integrations, data flow, permissions, and user access across multiple systems</li> <li>Use diagnostic tools (e.g. Zendesk Explore, logging dashboards, internal admin tools) to reproduce issues, document root causes, and inform cross-functional follow-up</li> <li>Collaborate with L3, Product, and Engineering teams during escalations, contributing investigation summaries, context, and customer impact assessments</li> <li>Partner with Support leadership to identify ticket trends and recommend workflow, documentation, or product improvements</li> <li>Own and maintain internal documentation, macros, and training content to support L1 enablement and onboarding</li> <li>Contribute to support QA efforts and participate in calibration sessions to ensure consistency and quality</li> <li>Track and analyze ticket trends (e.g. FCR, resolution time, escalation types), surfacing actionable insights</li> <li>Proactively participate in retros, process feedback loops, and support experiments that raise our service bar</li> <li>Deliver a customer expe