Tier 2 Technical Support Agent

Hapana

Tier 2 Technical Support Agent resolving complex APIs, CRM, authentication, and payment issues for Hapana’s fitness management platform. Supporting customers while improving knowledge bases and cross-functional support processes.

Posted 8/5/2026contractRemote • 🇬🇧 United KingdomMid-LevelSenior💰 £43,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Tier 2 technical support, particularly in SaaS environments, with strong troubleshooting and analytical skills. Proficient in managing support processes, building knowledge bases, and collaborating across departments to enhance customer satisfaction.

Highest-signal resume keywords

Tier 2 Technical Support ExperienceAPIs and Webhooks FamiliarityCRM Systems Knowledge (GoHighLevel)Strong Troubleshooting and Problem-Solving SkillsExcellent Written and Verbal Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingAnalytical SkillsProblem-SolvingWeb Development ConceptsPayment ProcessingBilling VerificationKnowledge Base CreationSLA ManagementCRM Platforms

Soft Skills

Organisational SkillsCollaborationAbility to Work Under PressureIndependenceCommunication

Tools & Technologies

GoHighLevelStripePayment Processors

Industry Keywords

SaaSSupport ProcessesCustomer Success Management (CSM)Escalation ManagementTechnical Requirements Validation

About the role

Key responsibilities & impact

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.
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.
Coordinate support-related data tasks.
Build strong relationships with CSMs, Development, Product, Onboarding and Sales.
Validate technical requirements and ensure stakeholders have accurate information.
Work effectively under pressure, independently and with supervision, across a demanding ticket queue.
Become the go-to technical expert for complex, escalated support issues.
Consistently meet SLA and accuracy targets.
Strengthen the knowledge base and help shape support processes.

Requirements

What you’ll need

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, including simplifying complex technical issues for non-technical audiences.
Strong organisational skills and 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 during the week.
Ability to work independently and with supervision under pressure.
Ability to meet SLA and accuracy requirements.

Benefits

Comp & perks

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.