Tier 2 Technical Support Agent (US)
About Hapana Hapana is a rapidly growing software solution within the fitness industry, revolutionising the operations of multisite boutique businesses like F45, Gold’s Gym, BFT, STRONG Pilates, Vaura, Fitstop, KX Pilates, and more. Our dedication to enhancing member experiences, coupled with unparalleled support, has earned us a reputation that spans over 17 countries. We're committed to fostering growth for our teams and clients through innovation and teamwork. Our business prides itself on its fast growth and dynamic industry, so we require humans with a vision to work with our small but mighty team. As a global company, we rely on open communication and people speaking up. Bring ideas, passion, and creativity to the role, and you’ll fit right in. Job Summary 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. Experience with CRM platforms (particularly GoHighLevel) is highly advantageous and the ability to work effectively under pressure both autonomously and under supervision while maintaining a high level of accuracy is essential. Key Responsibilities 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 & Requirements 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. This role is based in the US and looking for someone based in West Coast or Central timezone as we are fully remote. Why Join Hapana? 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. If you have the experience, happy to wear multiple hats we want to hear from you. We thank you in advance for taking the time to apply, please note that only shortlisted candidates will be contacted for an interview. No recruitment agencies please. Hapana is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities, and perspectives to apply. We do not discriminate on the basis of race, religion, colour, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics