Full-Time
Level 2 Support Representative
HappyCo
201-500 employees
Property management platform for lifecycle optimization
No salary listed
Remote in USA
Remote
Must work within the Pacific time zone.
 Customer Experience & Support (1) |
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- The candidate must have 2–5+ years of experience in a technical customer support or SaaS support operations role.
- The candidate must have demonstrated experience resolving complex, escalated support issues independently.
- The candidate must have strong technical troubleshooting skills across integrated SaaS platforms, including data flow, system permissions, and third-party integrations.
- The candidate must be proficient with Zendesk or a similar ticketing platform and able to configure views, macros, and triage workflows.
- The candidate must have experience interpreting customer-facing issues using logs, metrics dashboards, or internal tooling.
- The candidate must be able to distill technical concepts into simple, customer-friendly explanations.
- The candidate must be highly organized and have experience using G-Suite, Slack, and support documentation systems.
- The candidate must be comfortable operating in a fast-paced, collaborative, and continuously evolving environment.
- 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, reduce back-and-forth, and build trust through real-time connection.
- Receive, investigate, and resolve escalated support tickets via Zendesk, phone, and email.
- Troubleshoot complex platform issues involving integrations, data flow, permissions, and user access across multiple systems.
- Use diagnostic tools such as Zendesk Explore, logging dashboards, and internal admin tools to reproduce issues, document root causes, and inform cross-functional follow-up.
- Collaborate with L3, Product, and Engineering teams during escalations by contributing investigation summaries, context, and customer impact assessments.
- Partner with Support leadership to identify ticket trends and recommend workflow, documentation, or product improvements.
- Own and maintain internal documentation, macros, and training content to support L1 enablement and onboarding.
- Contribute to support QA efforts and participate in calibration sessions to ensure consistency and quality.
- Track and analyze ticket trends such as first-contact resolution, resolution time, and escalation types, and surface actionable insights.
- Participate in retrospectives, process feedback loops, and support experiments that improve service quality.
- Deliver a clear, timely, helpful, and thoughtful customer experience.
- Experience in property management or PropTech environments.
- Familiarity with Jira, Notion, and Gainsight.
- Experience contributing to internal knowledge bases, agent enablement, or support automation.
- Experience working in or alongside BPO or distributed support teams.
- Understanding of SLA-based triage workflows, ticket prioritization, and escalation handling.
- Exposure to APIs, system logs, or backend-to-UI debugging concepts.
HappyCo provides a cloud-based platform for property lifecycle management that gives owners, executives, and residents a single view of a property portfolio. It includes tools for valuation, leasing, renewals, maintenance, and remote maintenance assistance to boost satisfaction. The platform integrates with major property management systems, so users can leverage existing data. By improving portfolio performance, operational efficiency, and NOI while delivering better resident service, HappyCo differentiates itself from PM tools that focus on a single function.
Company Size
201-500
Company Stage
Series B
Total Funding
$72.2M
Headquarters
Carlsbad, California
Founded
2011
Get referred to HappyCo
See people who can refer or advise you
Simplify's Take
What believers are saying
- July 23, 2026 Sourcing by HappyCo cut vendor bidding from days to minutes.
- May 20, 2026 Lessen connected 30,000 providers to HappyCo, expanding service execution.
- August 2026 product release added HappyCo MCP, Joy Voice Agent, and deeper Yardi integrations.
What critics are saying
- Revelio Labs shows HappyCo headcount fell from 250 in 2023 to 199 in March 2026.
- Yardi, Entrata, or AppFolio bundle similar workflows, compressing HappyCo's pricing power by 2027.
- HappyCo's maintenance focus is existentially exposed if multifamily owners slow software spend during 2027.
What makes HappyCo unique
- HappyCo's JoyAI trains on six million units, powering maintenance and sourcing workflows.
- Its open API marketplace and integrations with Yardi, Entrata, and Lessen reduce switching friction.
- Fixed Summit 2026 builds a maintenance community competitors ignore, reinforcing frontline loyalty.
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Benefits
Flexible Work Hours
Unlimited Paid Time Off
Parental Leave
Stock Options
Wellness Program
Home Office Stipend
Growth & Insights and Company News
6 month growth
↑ 0%1 year growth
↑ 0%2 year growth
↑ 1%HappyCo launches new AI tool to help properties save money. July 23, 2026 * How HappyCo uses smart tech to make finding vendors fast and easy. * Why the JoyAI system can save property managers a lot of money. * How this tool gives staff more time to help their residents. Managing apartment buildings is hard work. Finding the right people to fix things takes a lot of time. Now, a company called HappyCo has a smart new tool to fix this problem. They just released Sourcing, a new platform that uses AI to help property managers find great vendors and save money. Real value from smart tech. Instead of spending days looking for contractors, property teams can do it in minutes. Sukhi Singh, the Chief Strategy Officer at HappyCo, explained how their new tool changes the game. "Everyone in the residential property industry is skimming the surface when it comes to AI because they are using it to automate administrative functions," said Singh. "We've captured the real value of AI, which is leveraging millions of relevant data points to reduce the time it takes to get contracts reviewed and put out to bid from days to minutes based on real-world best practices. This empowers property management companies to save money and improve the quality of services while ensuring that sourcing, bidding, and analysis happen at every step." Vendors are also excited about this change. James Crawley, CEO at Ally Waste, shared his thoughts on the new system. "Multifamily operators have been paying for waste services on autopilot, same vendor, same contract, rarely reviewed," Crawley noted. "With HappyCo, operators get a qualified, compliant field when they put work out to bid, and we're in the running the moment the job goes out, in front of operators we might never have reached otherwise." How JoyAI learns. The brains behind this tool is called JoyAI. It learned from a massive amount of information. In fact, it was trained on data from over six million apartment units. Because JoyAI knows so much, it can do the heavy lifting. It writes up project details, searches for qualified vendors, and collects bids. Then, it recommends the best team for the job. This helps properties lower their overall costs. More time for residents. With AI handling the paperwork, property staff get a big break. They no longer need huge teams just to buy supplies or hire help. Instead, they can focus on what really matters, which is taking care of their local residents. HappyCo has built this system to connect easily with tools that property managers already use. It is a simple and safe way to keep buildings running well without spending too much money.
HappyCo, a maintenance operations software provider, has launched Sourcing by HappyCo, an AI procurement platform designed to help multifamily property management companies identify vendor contracts and run competitive bids. The platform uses HappyCo's JoyAI, trained on decades of data spanning billions of data points from millions of units. The system creates project-specific statements of work, researches qualified vendors, solicits bids, analyses responses and recommends vendors. According to Chief Strategy Officer Sukhi Singh, the platform reduces contract review and bidding time from days to minutes. HappyCo's platform currently serves over six million multifamily units and integrates with leading property management systems. The company is SOC 2 compliant and operates an open API ecosystem connecting operators with property technology solutions.
Lessen, a property services platform, has integrated with HappyCo's maintenance operations platform to streamline multifamily property operations. The partnership connects HappyCo's inspections workflows with Lessen's network of over 30,000 service providers, enabling property teams to initiate and track maintenance work within a single system. The integration allows property teams using HappyCo to trigger service requests through Lessen immediately when issues are identified, reducing manual handoffs and accelerating response times. Real-time data from Lessen's platform syncs back into HappyCo, providing end-to-end visibility from issue identification to work completion. Lessen completes over three million work orders annually, whilst HappyCo's platform manages nearly six million units across North America. The integration is now available through the HappyCo Plugin Marketplace.
HappyCo returns Fixed Summit in 2026 to celebrate multifamily maintenance pros. HappyCo is bringing back Fixed Summit, the first conference dedicated solely to multifamily maintenance and facilities professionals, April 27 - 29, 2026, at Hyatt Lost Pines Resort in Austin, Texas. Designed as an immersive, action-packed experience, the summit combines certification, hands-on training, and community-building for the professionals keeping properties running. Following a sold-out inaugural year, early bird tickets are already claimed by returning attendees, with advance passes still available at fixedsummit.com. The 2025 event gathered 100 attendees representing 2.5 million residential units, along with leading property management firms such as Willow Bridge Property Company, RPM Living, Fairfield Residential, The Preiss Company, and Heritage Properties. Industry partners included HD Supply, Chadwell Supply, Zurn Elkay, BRK Electronics, Interplay Learning, Little Giant(R) Ladders, and Delta Faucets. "When our frontline professionals have the platform they deserve, they don't just show up - they transform the conversation," said Jay Abney, VP of Maintenance Operations at Fairfield Residential. "Investing in the growth and success of our maintenance teams is investing in the future of multifamily." What to Expect in 2026 Fixed Summit 2026 moves from the Pacific Northwest to the sun-drenched 405-acre Texas Hill Country, expanding its peer-driven program while keeping it exclusive. Attendees can expect: * Hands-On Training & Certifications: OSHA safety sessions, keynote addresses from maintenance leaders, and interactive demos of real-world equipment. * Competition & Outdoor Experiences: Axe throwing, archery, horseback trails, golf, and the FXD Built Different challenge. * Community & Networking: Austin-style hospitality with smoked brisket, craft brews, live music, and opportunities to forge lasting connections. "It's always about people. That's what drives this industry - always has," said Cerwin Thompson, VP of Facilities at RPM Living. Unlike traditional trade shows, Fixed Summit operates with a zero-booth policy. Partners like BRK Electronics and Zurn Elkay integrate directly into training sessions, giving technicians hands-on experience with detectors, water filtration systems, and other essential tools. This approach ensures knowledge transfer and practical skills development rather than passive marketing. "Decades in this industry teach you that expertise isn't about specs on paper - it's understanding what each technician faces when resident safety is on the line," said Bret Gundersen, National Account Manager at BRK Electronics. Produced by HappyCo, a leading multifamily maintenance operations software platform serving 5.5 million units nationwide, Fixed Summit was conceived from direct feedback from maintenance and facilities professionals seeking meaningful training, recognition, and community. "Fixed Summit is more than an event," said CEO Jindou Lee. "It's a commitment to show up for this community, year after year, in a way no one else in multifamily has."
Voice AI meets property tech: HappyCo pushes field intelligence into real-time. With Voice Assist and the Joy AI engine, HappyCo is targeting real-time field documentation and predictive insights to reduce costs and improve technician performance at scale HappyCo, a U.S.-based maintenance operations software provider for the multifamily housing sector, has officially launched Voice Assist, a voice-driven artificial intelligence tool that enables technicians to capture repair information in real time. Announced during OPTECH 2025 in San Diego, the release marks the next step in the company's broader strategy to connect people, data, and automation across the maintenance value chain. Voice Assist is powered by HappyCo's proprietary AI platform, Joy, which has been trained on over a billion service interactions spanning more than 5.5 million residential units. Business intelligence platforms