Level 2 Support Representative

📋 Description

• 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
• Receive, investigate, and resolve escalated support tickets via Zendesk, phone, and email —
• Troubleshoot complex platform issues involving integrations, data flow, permissions, and user
• Use diagnostic tools (e.g. Zendesk Explore, logging dashboards, internal admin tools) to reproduce
• Collaborate with L3, Product, and Engineering teams during escalations, contributing investigation

🎯 Requirements

• 2–5+ years in a technical customer support or SaaS support operations role
• Demonstrated experience resolving complex, escalated support issues independently
• Strong technical troubleshooting skills across integrated SaaS platforms, including data flow
• Proficiency with Zendesk or a similar ticketing platform; ability to configure views, macros, and
• Experience interpreting customer-facing issues using logs, metrics dashboards, or internal tooling
• Excellent communication skills, with the ability to distill technical concepts into simple

🎁 Benefits

• Work from anywhere supported by a flexible company culture
• Opportunity to work for one of the fastest-growing technology companies in the PropTech industry
• Unlimited vacation time
• Generous paid parental leave
• Competitive and equitable pay
• Monthly stipends to support Wellness and Home Office expenses