Tier 2 Technical Support Agent (UK)

WHO WE ARE Hapana powers some of the world's leading fitness brands. Walk into Fitstop, STRONG Pilates, KX Pilates, Gold's Gym or J.I.M and there's a good chance our platform is running the entire business—from memberships and bookings to payments, marketing and growth. The fitness industry is evolving rapidly, and we're the technology helping drive that transformation. Today we're a team of 115 people across Australia, USA, UK, Brazil, Singapore and India, building products that thousands of fitness businesses rely on every day. Everything we create has a direct impact on real customers, real businesses and millions of member experiences around the world. We're entering an exciting new chapter as we invest heavily in our platform, AI capabilities and product innovation. If you're passionate about solving meaningful problems, working with talented people and shipping products that customers love, we'd love to meet you. THE OPPORTUNITY 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 volum