[Hiring] Tier 2 Technical Support Agent @Hapana

Role Description

As a Tier 2 Technical Support Agent, you'll be the technical backbone of our support team, the person others turn to when an issue needs a deeper level of expertise. You'll take ownership of the most complex support tickets across all Hapana product lines, working through problems that span APIs, webhooks, authentication, CRM integrations and payment processing.

This role sits at the intersection of support, product and engineering. You'll work closely with our Development, Product and Onboarding teams to validate technical requirements, unblock customers and make sure every stakeholder has accurate, timely information. You'll also help shape the way our support function operates, spotting opportunities to improve processes and building the knowledge base that helps the whole team work smarter.

Most importantly, you'll bring a level head and sharp problem solving to every ticket, protecting the client experience even when the issue in front of you is anything but simple.

Qualifications

• Experience in technical support or a Tier 2 support role, preferably within 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 the ability to simplify complex technical issues for a non-technical audience.
• Strong organisational skills with the ability to manage multiple tasks in a fast-paced environment.
• Experience with Stripe or other payment processors is a plus.
• Basic experience with CRM platforms is highly advantageous.
• Ability to collaborate effectively across multiple departments.
• Ability to work on weekends, with two rostered days off (RDOs) during the week.

Requirements

• Manage a high volume of Tier 2 support tickets, resolving complex technical issues, escalating where needed and meeting SLA requirements while maintaining accuracy under pressure.
• Serve as the team's subject matter expert on web development concepts including APIs, webhooks and authentication, and build deep working knowledge of CRM systems, particularly GoHighLevel.
• Troubleshoot payment processing, billing concerns and verification issues, escalating unresolved cases and keeping customers informed throughout resolution.
• Identify opportunities to improve support processes, create knowledge base articles and videos, and coordinate support-related data tasks.
• Build strong relationships with CSMs, Development, Product, Onboarding and Sales, validating technical requirements and making sure every stakeholder has accurate information.
• Work effectively under pressure, both independently and with supervision, maintaining a high level of accuracy across a demanding ticket queue.

Benefits

• Birthday Leave – Take your birthday off, on us.
• Wellness Days – Two additional wellbeing days each year, separate from annual leave.
• Work From Anywhere – Spend up to two weeks each year working from anywhere in the world.
• Home Office Allowance – Create a workspace you'll genuinely enjoy.
• Paid Parental Leave – Supporting both primary and secondary carers.