Level 2 Support Representative (PropTech)

Location: Remote within the United States; ability to work within the Pacific timezone required.

Company

hirify.global builds mobile and cloud solutions for real-time property data, including the Happy Property product suite used across more than 5 million units.

What you will do

• Resolve complex, escalated support tickets through Zendesk, phone, email, and live troubleshooting calls.
• Troubleshoot integrations, data flows, permissions, and user access across multiple systems.
• Use logs, metrics dashboards, Zendesk Explore, and internal admin tools to reproduce issues and document root causes.
• Collaborate with L3, Product, Engineering, and Support leadership on escalations, customer impact, and ticket trends.
• Maintain documentation, macros, and training content while enabling L1 agents and onboarding new team members.
• Contribute to support QA, calibration sessions, retrospectives, and process improvement initiatives.

Requirements

• 2–5+ years of experience in technical customer support or SaaS support operations.
• Independent experience resolving complex, escalated support issues.
• Strong troubleshooting skills across integrated SaaS platforms, including data flow, permissions, and third-party integrations.
• Proficiency with Zendesk or a similar ticketing platform, including views, macros, and triage workflows.
• Experience interpreting logs, metrics dashboards, or internal tooling and explaining technical concepts clearly to customers.
• Strong organization and collaboration skills, including experience with G-Suite, Slack, and support documentation systems.

Nice to have

• Experience in property management or PropTech.
• Familiarity with Jira, Notion, and Gainsight.
• Experience with knowledge bases, agent enablement, support automation, or distributed/BPO support teams.
• Understanding of SLA-based triage, ticket prioritization, and escalation handling.
• Exposure to APIs, system logs, or backend-to-UI debugging.

Culture & Benefits

• Flexible and supportive work environment focused on respect, inclusion, and collaboration.
• Emphasis on long-term impact, clarity in ambiguity, and enabling others through systems.
• Use of technology and AI to simplify complexity and empower people.
• Equal-opportunity environment with reasonable accommodations for qualified applicants.