Global Technical Support ThatActually Resolves Issues
Stop losing customers to poor technical support. Our proven technical support solutions deliver 24/7, expert-level assistance across all channels with AI-powered troubleshooting.
Why Global Technical Support Fails (And How We Fix It)
Traditional approaches to global technical support create more problems than they solve. Here's what goes wrong and how our solutions address each challenge.
Long Resolution Times
Complex technical issues take too long to resolve, leading to frustrated customers, lost productivity, and potential churn.
Our Solution:
Expert engineers with AI-powered troubleshooting and knowledge base access
Knowledge Gap Issues
Support agents lack deep technical knowledge or access to product expertise, leading to escalations and customer frustration.
Our Solution:
Specialized technical training and direct access to engineering teams
Escalation Chaos
Complex issues get passed around between teams, creating delays and inconsistent customer experiences.
Our Solution:
Streamlined escalation paths with dedicated technical specialists
Technical Support That Actually Resolves Issues
Our technical support solutions combine deep technical expertise with AI efficiency to deliver fast, accurate resolutions across all channels and time zones.
Expert Engineers
Certified technical specialists with deep product knowledge and years of troubleshooting experience across complex systems.
24/7 Global Coverage
Round-the-clock technical support with seamless handoffs between global delivery centers and specialized teams.
First Contact Resolution
High FCR rates through comprehensive training, knowledge base access, and escalation protocols that actually work.
Multi-Platform Support
Support across web, mobile, desktop, and API platforms with unified knowledge and consistent resolution processes.
AI-Powered Troubleshooting
Smart diagnostic tools, automated issue detection, and intelligent routing to the right specialist for faster resolution.
Proactive Support
Monitor systems for potential issues and reach out before customers even know there's a problem.
Technical Support for Every Technology Stack
We've delivered exceptional technical support across technology platforms. Each solution is tailored to your specific technical requirements and customer needs.
SaaS & Cloud Platforms
Web application support, API troubleshooting, integration issues, and cloud infrastructure.
- • Web app troubleshooting
- • API integration support
- • Cloud infrastructure issues
- • Performance optimization
Mobile Applications
iOS and Android app support, device compatibility, performance issues, and user experience.
- • App crash troubleshooting
- • Device compatibility
- • Performance optimization
- • User experience issues
Enterprise Software
Complex system support, database issues, network problems, and enterprise integrations.
- • System architecture support
- • Database troubleshooting
- • Network connectivity
- • Enterprise integrations
IoT & Hardware
Connected device support, sensor troubleshooting, firmware updates, and hardware integration.
- • Device connectivity
- • Sensor troubleshooting
- • Firmware updates
- • Hardware integration
DevOps & Infrastructure
Deployment issues, CI/CD pipeline problems, monitoring alerts, and infrastructure scaling.
- • Deployment troubleshooting
- • Pipeline optimization
- • Monitoring and alerts
- • Infrastructure scaling
Data & Analytics
Data pipeline issues, reporting problems, query optimization, and analytics platform support.
- • Data pipeline troubleshooting
- • Reporting and dashboards
- • Query optimization
- • Analytics platform support
Transparent Technical Support Pricing
All-inclusive pricing with no hidden fees. Choose the right support tier and location for your technical requirements.
Tier 1 Support - Offshore
- Basic troubleshooting & issue resolution
- Account & login support
- Software installation guidance
- 24/7 availability
- Email, chat, phone support
Tier 2 Support - Nearshore
- Advanced technical troubleshooting
- Database & API issue resolution
- Network connectivity diagnosis
- Integration support
- US timezone overlap (most popular)
Tier 3 Support - Onshore
- Complex system architecture issues
- Performance optimization
- Security incident response
- Enterprise escalations
- Strategic customer support
All-Inclusive Pricing
Our pricing includes everything: agent salaries, management, training, quality assurance, infrastructure, technology stack, and ongoing optimization. No hidden fees or surprise costs.
Technical Support ROI & Performance Metrics
See the real impact of outsourced technical support on your bottom line and customer satisfaction.
Example: 15-Person Technical Support Team
Plus: 24/7 coverage, multilingual support, and AI-powered troubleshooting at no additional cost
Technical Support Outsourcing FAQs
Common questions about outsourcing technical support to Globalify.
How much does technical support outsourcing cost?
Technical support pricing varies by tier and location. Tier 1 support (basic troubleshooting) costs $10-20/hour in offshore locations like India and the Philippines. Tier 2 support (advanced troubleshooting, integration issues) costs $15-30/hour in nearshore locations like Mexico and Colombia. Tier 3 support (complex architecture, security incidents) costs $45-80/hour in the US. All pricing is all-inclusive with no hidden fees—covering agent salaries, management, training, QA, infrastructure, and technology.
What's the difference between Tier 1, Tier 2, and Tier 3 technical support?
Tier 1 Support: Handles basic troubleshooting, account issues, login problems, software installation, and general product questions. First point of contact for most customers.
Tier 2 Support: Manages advanced technical issues including database problems, API troubleshooting, network connectivity, integration support, and complex product configuration. Requires deeper technical expertise.
Tier 3 Support: Resolves complex system architecture issues, performance optimization, security incidents, enterprise escalations, and strategic customer issues. Often involves engineering team collaboration.
Can outsourced technical support handle complex technical issues?
Absolutely. Our technical support teams include certified engineers with deep technical expertise across various technology stacks—SaaS platforms, mobile applications, enterprise software, IoT devices, DevOps infrastructure, and data analytics. We provide comprehensive training on your specific products and integrate directly with your engineering teams for seamless escalations. Our AI-powered troubleshooting tools and knowledge bases enable even Tier 1 agents to resolve issues faster than traditional in-house teams.
How quickly can you launch a technical support team?
We can launch a fully operational technical support team in 4-6 weeks. This includes recruiting certified technical specialists, comprehensive product training, knowledge base setup, integration with your support tools and systems, quality assurance processes, and initial customer interactions. For urgent needs, we can expedite to 2-3 weeks by leveraging our pre-trained technical talent pool. In contrast, building an in-house technical support team typically takes 6-12 months (recruiting, training, infrastructure setup, process development).
What tools and platforms do you support?
We integrate with all major support platforms including Zendesk, Freshdesk, Intercom, Salesforce Service Cloud, HubSpot Service Hub, and custom support systems. Our teams are experienced with ticketing systems, live chat platforms, phone systems (VoIP), remote desktop tools, monitoring and logging systems (Datadog, New Relic, Splunk), collaboration tools (Slack, Microsoft Teams), and knowledge base platforms. We also implement AI-powered tools for automated diagnostics, intelligent routing, and predictive issue detection.
How do you ensure security and data protection for technical support?
Security is paramount for technical support teams that often access sensitive customer data and systems. All our facilities are SOC 2 Type II certified with strict access controls, encrypted communications, and comprehensive audit trails. Technical support agents undergo background checks and sign NDAs. We implement role-based access controls (RBAC), multi-factor authentication (MFA), session recording and monitoring, data masking for sensitive information, and regular security training. We're also compliant with GDPR, HIPAA, PCI-DSS, and other industry-specific regulations as needed.
What SLAs can you commit to for technical support?
We customize SLAs based on your business requirements and support tier. Typical SLAs include: Response Time (Tier 1: <5 minutes, Tier 2: <15 minutes, Tier 3: <1 hour), First Contact Resolution (Tier 1: 70-80%, Tier 2: 60-70%), Resolution Time (Tier 1: <2 hours, Tier 2: <8 hours, Tier 3: <24 hours), Uptime (99.9% availability), and Customer Satisfaction (CSAT >90%). We provide real-time dashboards and monthly reports to track performance against all SLAs.
Ready to Transform Your Global Technical Support?
Stop losing customers to poor technical support. Get a technical support solution that actually resolves issues and delights your customers worldwide.
Get Your Technical Support Solution
Tell us about your challenges and we'll show you exactly how our Technical Support solution can transform your global operations.