Level 2 Support Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as a product and workflow specialist for L1 agents and internal teams.

• Conduct live troubleshooting and screen-sharing sessions with customers to expedite the resolution of complex issues.

• Receive, investigate, and address escalated support tickets through Zendesk, phone, and email.

• Diagnose intricate platform issues involving integrations, data flow, permissions, and user access across various systems.

• Utilize Zendesk Explore, logging dashboards, and internal administrative tools to replicate issues, document root causes, and guide follow-up actions.

• Collaborate with L3, Product, and Engineering teams during escalations.

• Work alongside Support leadership to identify ticket trends and suggest enhancements to workflows, documentation, or products.

• Own and update internal documentation, macros, and training materials for L1 empowerment and onboarding.

• Contribute to support quality assurance efforts and engage in calibration sessions.

• Monitor and analyze ticket trends, including FCR, resolution time, and types of escalations.

• Participate in retrospectives, process feedback loops, and support initiatives.

• Provide a clear, timely, helpful, and thoughtful experience for customers.

⛳️ Requirements

• Must reside in the United States.

• Ability to work within the Pacific Time Zone.

• 2–5+ years of experience in a technical customer support or SaaS support operations role.

• Proven track record of independently resolving complex, escalated support issues.

• Strong technical troubleshooting abilities across integrated SaaS platforms, including data flow, system permissions, and third-party integrations.

• Proficient in Zendesk or a comparable ticketing platform; capable of configuring views, macros, and triaging workflows.

• Experience in interpreting customer-facing issues using logs, metrics dashboards, or internal tools.

• Excellent communication skills, with the capacity to simplify technical concepts into customer-friendly explanations.

• Highly organized, with experience using G-Suite, Slack, and support documentation systems.

• Comfortable working in a fast-paced, collaborative, and ever-evolving environment.

• Familiarity with property management or PropTech environments.

• Understanding of tools like Jira, Notion, and Gainsight.

• Experience in contributing to internal knowledge bases, agent enablement, or support automation.

• Background working in or with BPO or distributed support teams.

• Knowledge of SLA-based triage workflows, ticket prioritization, and escalation processes.

• Exposure to APIs, system logs, or backend-to-UI debugging principles.

🏝️ Benefits

• Work remotely supported by a flexible company culture.

• Unlimited vacation time.

• Generous paid parental leave.

• Competitive and equitable compensation.

• Monthly stipends to assist with wellness and home office expenses.