> Markdown version of [/jobs/ext/2362888-tier-2-technical-support-agent-uk](https://www.wearedevelopers.com/jobs/ext/2362888-tier-2-technical-support-agent-uk). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Tier 2 Technical Support Agent (UK) - **Company:** Hapana - **Location:** London, UK (Remote available) - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), User Authentication, BASIC (Programming Language), Software as a Service, Web Development, Software Troubleshooting, Stripe, Webhooks - **Published:** August 5, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=6c46eff849110216 ## About the Role We're looking for someone who's naturally curious, technically sharp and genuinely enjoys solving problems for people. You'll ideally bring: * 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. ## 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. WHAT YOU'LL DO * Ticket Ownership & Resolution: 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. * Technical Expertise: 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. * Stripe & Payments Support: Troubleshoot payment processing, billing concerns and verification issues, escalating unresolved cases and keeping customers informed throughout resolution. * Process & Knowledge Base Improvement: Identify opportunities to improve support processes, create knowledge base articles and videos, and coordinate support-related data tasks. * Cross-Functional Liaison: Build strong relationships with CSMs, Development, Product, Onboarding and Sales, validating technical requirements and making sure every stakeholder has accurate information. * Autonomous Judgement: Work effectively under pressure, both independently and with supervision, maintaining a high level of accuracy across a demanding ticket queue. ## Related Videos - [Beyond Webhooks: The Future of Scalable API Event Delivery](https://www.wearedevelopers.com/videos/100312-beyond-webhooks-the-future-of-scalable-api-event-delivery) - [Throwing off the burdens of scale in engineering](https://www.wearedevelopers.com/videos/608-throwing-off-the-burdens-of-scale-in-engineering) - [Navigating Growth, Scaling Challenges, and Office Expansions with David Singleton, CTO at Stripe](https://www.wearedevelopers.com/videos/100362-navigating-growth-scaling-challenges-and-office-expansions-with-david-singleton-cto-at-stripe) - [Angular Unleashed: Mastering Modern Web Development with Angular](https://www.wearedevelopers.com/videos/685-angular-unleashed-mastering-modern-web-development-with-angular) - [Teaching agents to pay: what devs need to know](https://www.wearedevelopers.com/videos/100334-teaching-agents-to-pay-what-devs-need-to-know) - [Build Your Own Subscription-based Course Platform](https://www.wearedevelopers.com/videos/321-build-your-own-subscription-based-course-platform) ## Related Articles - [Find a Developer Job: 12 Best Job Sites For Developers](https://www.wearedevelopers.com/magazine/165-find-a-developer-job-12-best-job-sites-for-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Fullstack Developer Salary UK](https://www.wearedevelopers.com/magazine/251-fullstack-developer-salary-uk) - [Software Engineer Salary in The UK](https://www.wearedevelopers.com/magazine/231-software-engineer-salary-in-the-uk) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette)