Troubleshooting That ResolvesNot Just Routes
Tiered troubleshooting for your product and users — first-line triage that fixes the known, and Tier 2 engineers who reproduce and diagnose the rest, inside your ticketing, with the context carried at every handoff.
What's Included
Two tiers, one ticket: the customer gets an answer, and your engineers only see what genuinely needs them.
Tier 1 Triage & Known Fixes
Diagnosis, known-issue resolution and clean escalation of what needs it, to your runbooks.
Tier 2 Technical Resolution
Engineers who reproduce the fault, read the logs and resolve — API, integration and configuration issues included.
Escalation With Context
Anything beyond Tier 2 reaches your team with reproduction steps, logs and history attached — nobody starts over.
Internal Helpdesk
IT support for your own people — access, devices, tooling and onboarding — placed the same way.
The People Behind Your Tickets
- Tier 1 Technical Support Agent
- Tier 2 Support Engineer
- Service Desk Analyst
- Support Team Lead
How This Is Staffed and Priced
Technical support is added as one Tier 2 engineer taking the escalations that currently reach your product team, a tiered pod with its own lead, or a full desk across every hour your systems run. Engagement models and payroll structures are covered in detail on our hiring models page.
Works Inside the Ticketing You Already Run
Running something else? Tell us your stack — engineers are matched to your tools and your product, not the other way round.
Freshservice
ServiceNowGitHub IssuesFreshserviceServiceNowGitHub IssuesZendeskJira Service ManagementFreshserviceServiceNowGitHub IssuesZendeskJira Service ManagementIntercomFreshserviceServiceNowQuestions About Technical Support
Everything you need to know about working with HuntTal. Can't find your answer? Get in touch with our team.
Tell us what a Tier 2 conversation looks like on your product — logs, reproduction steps, API troubleshooting — and we'll match against that rather than against generic support experience. That is the point of this service.
Wherever you set it. Resources work your escalation path; anything beyond it goes to your team with the full ticket context. The line can move as the engineers learn the product.
Yours. Every ticket stays in one record whichever tier is working it, so your reporting and your engineers' view stay intact.
Yes. Service desk analysts for your own people — access, devices, tooling, onboarding — are placed the same way and can sit in the same team or a separate one.
Under your access controls and your security policy, inside your environment. Tell us what the policy requires and we'll confirm what we can meet before anyone starts.
Where to Go Next
Related Industries
Parent Solution
Ready for Support That Actually Resolves?
Tell us what reaches your engineers today that shouldn't, and the hours you need covered. We'll come back with support engineers who can work your ticketing from the first week.