Technical & Application Support
Tier-2/3 troubleshooting that turns vague customer reports into engineering-ready answers.
Who this is for
Software companies whose engineers are being pulled into customer issues, or who need reliable technical support without hiring a full team yet.
Common problems
- Customer issues are hard to reproduce
- Bug versus configuration question is unclear
- Engineering gets vague tickets and sends them back
- Integration and API problems drag on
- Release-related issues are not tracked back to the release
What I can do
- Customer troubleshooting and issue reproduction
- API investigation with Postman and log analysis
- Integration and configuration troubleshooting
- Bug-versus-configuration analysis
- Engineering-ready Jira defects and escalations
- Recurring defect and release-impact analysis
- Direct customer handling by email, ticket, chat or call when needed
Examples of work
Sample methodology and deliverable formats, not client results.
- Troubleshooting & escalation workflow (sample)
- Engineering-ready defect template (sample)
What you may need to provide
- Access to the product or a test environment
- Logs/API documentation where available
- A named engineering contact for escalations
Engagement style
Hourly or prepaid block, with a defined schedule agreed during discovery.
Rates and estimates are agreed in a written proposal before any payment or work.
Discuss technical support