Team
Technical Support
6 roles included, with the handoffs between them already defined.
Roles included
Customer Success
Technical Support Engineer
IC / Practitioner
The Technical Support Engineer is the reactive technical owner of the case in front of them: a customer reports a problem, and this seat diagnoses it, reproduces it, and drives it to a resolution or a sound workaround against a service-level clock.
$24.99 once
Customer Success
Support Manager
Manager Level
The Support Manager is the first management tier of a technical support organization: the front-line people manager who leads a team of 2-8 support engineers and converts a service-level commitment into a queue that actually meets it.
$74.99 once
Engineering & Technology
Senior Technical Support Engineer
Senior / Lead / Staff
The Senior Technical Support Engineer is a senior individual contributor who owns complex, cross-system, intermittent, or high-consequence customer technical investigations, including reproduction, evidence-based diagnosis, safe workaround design, engineering escalation, knowledge capture, and mentorship.
$49.99 once
Engineering & Technology
Senior Technical Support Manager
Manager Level
The Senior Technical Support Manager is a senior people manager who leads multiple technical support teams through managers and senior technical leaders, accountable for support strategy, global coverage, staffing, escalation governance, technical quality programs, customer-risk response, and the organization leadership bench.
$74.99 once
Engineering & Technology
Technical Support Manager
Manager Level
The Technical Support Manager is the people manager of one technical support team, accountable for support engineers, case queue and service levels, escalation flow, customer communication quality, deep technical resolution, knowledge reuse, staffing, and the team relationship with product and engineering.
$74.99 once
Customer Success
Senior Support Strategy Manager
Manager
The Senior Support Strategy Manager owns the operating model of a multi-team support organization: how coverage is architected across teams, tiers, timezones, and channels; how demand is forecast and capacity is planned in aggregate; which channels and tools the function invests in and how load is deflected before it becomes a ticket; what the SLA, quality, and escalation policy is that every team runs to; and what the cross-team metrics and reporting program says to leadership.
$74.99 once