[Hiring] Tier 2 Technical Support Agent @Hapana

Role Description

As the Tier 2 Technical Support Agent you will play a key role in delivering high-quality, timely and technical sound support for all Hapana product lines. You will serve as the subject matter expert, handling advanced support tickets, collaborating with internal teams and contributing to process and documentation improvements. This role requires strong problem-solving skills, technical aptitude and a proactive approach to enhancing the client support experience.

• Support Tickets – Manage high volumes of tickets, resolve complex issues, escalate when needed and meet SLA requirements while maintaining accuracy under pressure.
• Technical Training & Competency – Maintain knowledge of web development concepts including APIs, webhooks and authentication, develop experience with CRM systems, particularly GoHighLevel.
• Support Resources & Process Improvement – Identify opportunities to improve processes, create knowledge base articles and videos and coordinate support-related data tasks.
• Interdepartmental Liaison – Build relationships with CSMs, Development, Product, Onboarding and Sales teams validate technical requirements and ensure stakeholders receive accurate information.
• Stripe Support – Troubleshoot payment processing, billing concerns, and verification issues; escalate unresolved issues and maintain communication throughout resolution.

Qualifications

• Experience in technical support or Tier 2 support role, preferably in SaaS or software environments.
• Strong troubleshooting, analytical, and problem-solving abilities.
• Familiarity with APIs, webhooks, and basic web-development concepts.
• Excellent written and verbal communication skills with ability to simplify complex technical issues.
• Strong organisational skills with ability to manage multiple tasks in a fast-paced environment.
• Experience with Stripe or other payment processors is a plus.
• Ability to collaborate effectively across multiple departments.
• Basic experience with CRM platforms (particularly GoHighLevel) is highly advantageous.

Requirements

• This role is based in the US and looking for someone based in West Coast or Central timezone as we are fully remote.

Benefits

• Be part of an innovative team transforming the fitness and wellness space.
• A culture that values trust, innovation, and teamwork.
• Opportunities for career growth in a dynamic, global organisation.
• Competitive salary, benefits, and wellness perks including fitness initiatives and work-life balance policies.