Tier 2 Technical Support
Troubleshoots escalated technical issues and writes clean bug reports
Tier 2 Technical Support takes escalated tickets, reproduces issues, walks customers through troubleshooting from your documentation, gathers logs and writes clear bug reports for engineering.
It works end to end with a named human owner. It never accesses customer systems without permission, never promises a fix date and never offers credits.
AI does it end to end with a human owner.
This seat is built and can be switched on for your business as a free evaluation. It is not for sale and has no price yet. Ask below; a person reviews every request and replies by email. Nothing is charged.
SARA is our AI assistant. Calls are recorded.
Morning: picks up escalations and reproduces two in a test account. Midday: walks a customer through a configuration fix. Afternoon: files a bug report with steps, logs and impact. Weekly: known-issues list to support and help-center writers.
- ·Troubleshoot escalated technical tickets
- ·Reproduce issues and gather logs with permission
- ·Write clear bug reports for engineering
- ·Keep customers updated on status
- ·Maintain the known-issues list
- ●Escalation resolution time
- ●Bugs accepted by engineering as reproducible
- ●Reopen rate
- · Software companies
- · Device and equipment makers