Tools we work with
Native integration with your engineering stack.
Direct access to your issue tracker, your codebase, your monitoring. No "submit a JIRA ticket" loops.
L1 to L3 troubleshooting, integration support, and product onboarding handled by operators who actually read stack traces. AI handles known issues. Engineers handle the rest.
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 engineering-track operators with CS degrees or equivalent technical backgrounds. They train on your codebase, 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.
Known issues resolved at L1 with AI playbook lookups. Unknown issues triaged at L2 by engineering-track operators. L3 deep-dives with reproduction, log analysis, and clean handoffs to your eng team only when needed.
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.
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.
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.
Typical ranges across our technical support engagements. Your exact targets get set in the first two weeks based on your ticket data.
We map your ticket stream. Top contact reasons, escalation patterns, recurring bugs, documentation gaps. We identify what AI can resolve and what needs engineering-track humans.
Engineering-track operators hired. Three weeks of product immersion: codebase walkthrough, API training, paired support sessions with your senior engineers, and runbook authoring.
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.
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.
What "technical" means changes by vertical. Developer tools, fintech APIs, healthcare integrations, all need different operator profiles.
Direct access to your issue tracker, your codebase, your monitoring. No "submit a JIRA ticket" loops.
"Our eng team got 60% of their week back. The operators handle webhook debugging, OAuth edge cases, and SDK integration questions without ever pinging us. When they do escalate, the repro steps are already written."
30-minute discovery call. Bring your top contact reasons and your eng team's current support load. We'll show you exactly where we'd deflect first.