Tech

Tech support staffed by experts, not script-readers.

Q: Can your operators actually read code?

Yes. We hire prequalified candidates and test for real technical skill before they ever touch a ticket. They write SQL, read API responses, debug HTTP traffic, and decode stack traces.

Q: Will they have access to our codebase?

Read-only access to the components relevant to support, scoped via your existing IAM. We respect your security posture exactly. Most clients give us read access to a subset of repos and write access to issue trackers. The setup conversation happens with your security lead.

Q: How do you handle escalations to our engineering team?

We escalate with clean repro steps, environment details, expected vs. actual behavior, and any logs we've already pulled. Your engineers should be able to start debugging within 60 seconds of opening the ticket. We measure escalation quality as one of our internal KPIs.

Q: What's your model for after-hours coverage?

24/7 follow-the-sun via our hubs in Manila, Cebu, Lisbon, and Toronto. P1 incidents always have a human within four hours, usually under one. We integrate with PagerDuty and Opsgenie so your on-call rotation only fires when it actually needs to.

Q: How is this priced?

Outcomes-tied. We price against resolution rate, escalation reduction, and developer CSAT. Base seat cost plus performance against those metrics. Pricing scales with technical complexity and tier mix. Full model shared on the strategy call.

Q: What if our product changes a lot? Can you keep up?

Yes. Our operators sit in your engineering Slack and get release notes the same time your team does. AI runbooks update automatically from your docs. We've supported clients who ship 20+ times a week without our team falling behind.

L1 to L3 troubleshooting, integration support, and product onboarding handled by operators who actually read stack traces. AI handles known issues. Experts handle the rest.

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The problem

Different problem.
Different people.

A developer files a ticket about an OAuth refresh failure. A generic support agent escalates to engineering. A generic support agent escalates everything to engineering. That's the actual outcome of outsourcing tech support to a vendor that hires for headset count, not technical competence.

We hire prequalified operators, vetted for real technical depth. They train on your API, your common error patterns. They can read logs, reproduce bugs, and write clean repro steps for your engineers when an escalation is actually warranted.

The result: your engineering team gets fewer interruptions, your developer customers get faster real answers, and your NPS climbs.

What we deliver

Four tiers.
All actually technical.

PILLAR 01

L1 to L3 troubleshooting

Known issues resolved at L1 with AI playbook lookups. Unknown issues triaged at L2 by prequalified operators. L3 deep-dives with reproduction, log analysis, and clean handoffs to your eng team only when needed.

PILLAR 02

Integration & API support

Developer customers asking why their webhook didn't fire, why their OAuth flow is failing, or why their SDK is throwing. Operators who can actually inspect the API response, decode the JWT, and pinpoint where the integration broke.

PILLAR 03

Product onboarding

White-glove technical onboarding for enterprise accounts. Integration setup, custom config, environment validation, and first-week pairing sessions. We get accounts to first value faster than your CSMs can on their own.

PILLAR 04

Pattern detection & insights

AI analyzes the ticket stream for emerging issues, regression signals, and documentation gaps. We surface bugs to your eng team before customers do, and improve your docs based on what's actually getting asked.

Indicator targets

Real numbers.
The kind your eng team cares about.

Typical ranges across our technical support engagements. Your exact targets get set in the first two weeks based on your ticket data.

75%+

First-contact resolution

L1 + L2 combined

< 4hrs

P1 response time

24/7 coverage

60%

Escalation reduction

to your eng team

92%+

Developer CSAT

90-day rolling avg.

How it works

Fluent in your stack.
Then it compounds.

Audit

We map your ticket stream. Top contact reasons, escalation patterns, recurring bugs, documentation gaps. We identify what AI can resolve and what needs human experts.

Train

Prequalified operators hired. Deep product immersion: codebase walkthrough, API training, paired support sessions with your senior engineers, and runbook authoring.

Pilot

Soft launch on lower-tier tickets. AI runbooks live. Your eng lead reviews every L3 escalation we make. Tight calibration loop on what we escalate vs. what we should be solving ourselves.

Operate

Full ticket volume. Weekly business reviews with ticket trends, bug patterns, and doc gap reports. Continuous training as your product ships. Escalations to engineering keep declining.

Industries

Different stacks, different problems.
Support tuned to yours.

What "technical" means changes by vertical. Developer tools, fintech APIs, healthcare integrations, all need different operator profiles.

Telecom

SaaS

Book a call

Tools we work with

Native integration.
With the stack you already run.

Direct access to your issue tracker, your codebase, your monitoring. No "submit a JIRA ticket" loops.

Fin

AWS

GitHub

Intercom

Google Cloud

Zendesk

Freshdesk

Gorgias

Slack

Dialogflow

Workato

UiPath

Palo Alto Networks

Celonis

ProHance

FAQ

Questions buyers ask us.

Can your operators actually read code?

Yes. We hire prequalified candidates and test for real technical skill before they ever touch a ticket. They write SQL, read API responses, debug HTTP traffic, and decode stack traces.

Will they have access to our codebase?

Read-only access to the components relevant to support, scoped via your existing IAM. We respect your security posture exactly. Most clients give us read access to a subset of repos and write access to issue trackers. The setup conversation happens with your security lead.

How do you handle escalations to our engineering team?

We escalate with clean repro steps, environment details, expected vs. actual behavior, and any logs we've already pulled. Your engineers should be able to start debugging within 60 seconds of opening the ticket. We measure escalation quality as one of our internal KPIs.

What's your model for after-hours coverage?

24/7 follow-the-sun via our hubs in Manila, Cebu, Lisbon, and Toronto. P1 incidents always have a human within four hours, usually under one. We integrate with PagerDuty and Opsgenie so your on-call rotation only fires when it actually needs to.

How is this priced?

Outcomes-tied. We price against resolution rate, escalation reduction, and developer CSAT. Base seat cost plus performance against those metrics. Pricing scales with technical complexity and tier mix. Full model shared on the strategy call.

What if our product changes a lot? Can you keep up?

Yes. Our operators sit in your engineering Slack and get release notes the same time your team does. AI runbooks update automatically from your docs. We've supported clients who ship 20+ times a week without our team falling behind.

Let's talk

Ready to resolve the hard tickets faster?
AI-first · Human-Driven.

One call and we'll show you.