Tier 1.5 and Tier 2 technical support for SaaS companies
We hire graduates who can read a log, reproduce a bug in a test account and write an escalation your engineers can act on without asking a follow-up question.
What our technical agents handle
Tier 1 and 1.5
- How-to and configuration questions
- Account admin, SSO and permission problems
- Billing and plan changes
- Onboarding calls and product walkthroughs
Tier 2
- Bug reproduction with steps, screenshots and HAR files
- API and webhook triage: status codes, payloads, rate limits
- Integration issues with Zapier, HubSpot and Salesforce
- Data imports and exports
Incidents
- Customer updates during outages
- Status page posts drafted for your approval
- Tagging affected accounts for follow-up
- Post-incident replies to every waiting ticket
Escalations engineers can act on straight away
Every escalation we send to Jira or Linear follows the same template, so your developers stop chasing missing details.
- Account ID, plan and environment
- Steps to reproduce, tested in a demo account where possible
- Expected result and actual result
- Evidence: logs, screenshots, HAR file or API response
- Customer impact and how many accounts are affected
- Suggested priority, with the reason
Tools we work in
Read-only access by default, through your single sign-on. You decide what each role can see and change.
How we measure technical support
| Measure | Why it matters |
|---|---|
| First response time | Shows customers someone is on it, especially during incidents |
| Time to resolution | The number your customers actually feel |
| Escalation rate | How much reaches your engineers. We aim to bring it down month by month |
| Escalation quality | Share of escalations engineering accepts without a follow-up question |
| Reopen rate | Catches answers that looked right but did not fix the problem |
Technical support questions
Will agents have access to production data?
Only what you approve. We start with read-only roles through your SSO, and widen access step by step as agents prove themselves.
How long until agents handle Tier 2 tickets?
Tier 1.5 work usually starts within two to four weeks. Tier 2 follows after six to eight weeks of shadowing your senior support or engineering team.
Can you work alongside our AI chatbot?
Yes. We take the conversations your bot hands over, and we tag the gaps so you can improve its answers.
Will you sign our NDA and security questionnaire?
Yes. We complete security questionnaires before the pilot starts and sign your NDA or ours, whichever you prefer.