Technical support services
Technical support services for software products: first and second line support engineers who answer your customers, reproduce and triage their issues and hand engineering complete reports, in your help desk and under your brand.
What our support engineers do
Ticket handling
Customer questions answered in Zendesk, Freshdesk, Jira Service Management or Intercom, in your brand’s tone, against the response targets you set.
Reproduction and triage
Issues reproduced on a test environment with steps, versions, logs and screenshots attached, and classified by severity before they reach an engineer.
Escalation to engineering
Bug reports your developers can act on without a follow-up question, linked to every customer ticket they affect so each customer hears when the fix ships.
Knowledge base
Help-centre articles written from the questions that recur and updated when a release changes the answer, so the same ticket stops arriving.
Onboarding and integration help
Customers taken through setup, single sign-on and integrations, with the problems they hit reported back to product as evidence for the roadmap.
Incident communication
Alerts and dashboards watched during support hours, incidents opened early, and the status page and affected customers kept informed until the issue is closed.
Hire support engineers
Full time in your team
Support engineers who work your hours in your tools and meetings and report to your lead, with the Ukrainian contract, payroll and leave on our side.
Part time or fractional
Support engineers for a set number of days a week, when the work is real but not yet a full-time role.
For a project or a launch
Support engineers for a defined stretch of work, from the first week to the handover, with the end date agreed up front.
The dedicated team page explains how specialists join your team, and the outsourcing page covers project delivery, take-overs and how we charge.
Who our support engineers work with
Engineers
Fixes for escalated defects
QA engineers
Fixes confirmed before customers are told
Product managers
Patterns in what customers ask for
Technical writers
Help-centre articles and guides
Technical support or managed application support
Technical support faces your customers: it answers their questions, reproduces their problems and keeps them informed. Managed application support faces the system: engineers who fix defects, patch, release and handle incidents inside your SLA. Many products need both, and the two can work from one ticket queue.
Support engineers work in your help desk under your brand, with access limited to what the job needs: no customer data beyond the ticket, and administrative access only through your accounts and your approvals.
Other roles we staff
Project managers
Project management for software delivery: IT project and delivery managers who own plans, scope, risks, budgets and weekly reporting, full time in your team, part time or for a single project.
Business analysts
Business analysis for software projects: discovery, requirements, user stories, BPMN process maps and acceptance criteria, from business analysts full time in your team, part time or for a project.
Product managers
Product management for software products: product managers and product owners for discovery, roadmaps, backlogs and product metrics, full time in your team, a few days a week or for a launch.
Scrum masters
Scrum masters and agile coaching for software teams: Scrum and Kanban, flow metrics, impediments removed and retrospectives that change something, full time in your team, part time or for a set period.
Technical writers
Technical writing services: API documentation from OpenAPI, developer guides, help centres, runbooks and release notes written as docs as code, by technical writers in your team or for a project.
IT recruitment
IT recruitment services for companies building their own teams: role briefs, sourcing, screening and technical interviews by working engineers, from IT recruiters in your team or for a hiring push.
Customer success
Customer success management for SaaS and subscription products: customer success managers for onboarding, adoption, health scores, QBRs and renewals, full time in your team, part time or for a launch.
Questions about hiring support engineers
Can your support engineers cover our customers’ time zones?
Yes. Support hours are agreed up front and staffed by people whose working day matches them, so cover for European or North American business hours does not depend on someone working nights at short notice.
What do support engineers see of our customers’ data?
Only what a ticket needs. Access is granted through your accounts, limited to the support role, logged on your side and removed when someone leaves the engagement, and every specialist signs an NDA before any access is granted.
How quickly can support engineers start?
When the right support engineer is available, the start is gated only by your interview and the NDA and IP assignment. Otherwise we run a search, which typically produces candidate profiles within two to three weeks, and nobody starts until you have said yes.
How do we hire support engineers through BigTree108?
Tell us the work, the seniority and the hours you need. We propose one or two people with their profiles, you interview them the way you would interview your own hire, and you sign one agreement with BIG TREE 108 LLC and receive one invoice a month.
Who owns the work they produce?
You do. Every specialist has a signed contract with BigTree108 that assigns all work product to the company, and our agreement with you assigns it onward. Code, designs and documents are delivered into your own repositories and tools, not kept where only we can change them.
Need people to answer your customers?
Tell us the product, the channels and the hours you need covered. You get an answer within one business day: candidate profiles or a plan for the support set-up.