Tier 2 / Tier 3 Technical Support

Overview

What we deliver

We handle Tier 2 and Tier 3 cases that need deeper product knowledge, log analysis, and coordination with engineering.

We provide outsourced Tier 2 and Tier 3 technical support for product and platform teams. Our engineers pick up cases escalated from Tier 1 and own them through resolution. That includes reproducing issues, reading logs, querying databases, writing internal notes, and coordinating with your engineering team when a code change or hot fix is needed. We document known issues, build internal runbooks, and feed fixes back into your knowledge base so similar tickets resolve faster next time. We also work with you on root cause reviews after major incidents and track recurring issues that point to product gaps. Our teams cover business hours, follow the sun, and on call rotations depending on your needs. Book a Call to walk through your current escalation flow, ticket categories, and the systems and code we would need to learn.

Fit Check

Built for teams like yours

Who it's for

SaaS platforms with technical buyers
API and developer tool companies
Hardware and IoT vendors
Managed service providers
Enterprise software firms

Pain points we solve

Engineers pulled into support too often
Slow resolution on complex tickets
Poor reproduction of customer issues
Weak handoff between support and engineering
No clear view of recurring product issues

What's included

Capabilities

Everything we cover in this engagement.

Escalated ticket ownership
Issue reproduction and log analysis
Database and API troubleshooting
Bug reports filed to engineering
Internal runbook authoring
Root cause review support
Known issues tracking
On call and follow the sun coverage

How we work

Our process

A clear, predictable path from kickoff to outcomes.

01

Discovery

We review escalated ticket types, tools, and current resolution paths.

02

Onboarding

We learn your product, code areas, and engineering handoff process.

03

Runbooks

We document known issues and build runbooks with your team.

04

Live support

We take ownership of Tier 2 and Tier 3 queues.

05

Continuous improvement

We share trend reports and recommend product or process fixes.

What you get

Deliverables & outcomes

What you get

Tier 2 and Tier 3 engineers on your queue
Runbook library
Bug reports filed to engineering
Weekly trend and resolution reports
Root cause review notes
Updated internal knowledge base

Outcomes you can expect

Faster resolution on complex tickets
Less engineering time spent on support
Clearer bug reports and handoffs
Lower repeat ticket volume
Better visibility into product issues

Timeline

4 to 6 weeks to go live

Engagement

Monthly retainer, Project, Sprint

Tools we use

Jira, Zendesk, Datadog, Postman, GitHub

KPIs we track

Time to resolution, escalation rate to engineering, repeat ticket rate, CSAT, backlog age

Client stories

What clients say

"

We had been prototyping an AI quoting agent for nine months and could not get it past demo quality. They came in, scoped a real eval set, swapped our retrieval layer, and added guardrails for the edge cases that kept burning us. Went live in seven weeks. It now handles 41 percent of inbound quote requests without a human touching them.

Kyle A.

"

We had 14 cornerstone pages stuck on page two for 18 months. Their SEO crew rewrote the internal linking, cleaned up our schema, and shipped 22 supporting briefs over a quarter. Eight of those pages broke top three by month five. Organic pipeline went from a trickle to our second-largest source. Felt like watching interest compound.

James T.

Proof