Tier 2 & 3 Capability
- API debugging and log analysis (Postman/Datadog)
- Database querying (read-only) for state verification
- Direct engineering escalation via Jira/Linear
- Calculate staffing needs for technical tiers
Technical Support
For dev-tools, SaaS, and complex platforms. We hire technical agents who understand APIs, webhooks, and the difference between a 401 and a 403.
The Generative AI Limitation
Vendors like Decagon or Kustomer AI struggle massively with technical support. LLMs are probabilistic text generators. When an API key fails, you don't need a probabilistic answer derived from semantic search; you need deterministic debugging.
Common Mistake in DevTool Support
Mistake: Implementing an AI bot that scans the developer documentation and regurgitates cURL commands back to frustrated engineers.
Correction: The engineer already read the docs. That's why they are emailing support. They need an agent with backend access to see *why* their specific webhook payload is being rejected by the parser. (Test your docs with our Language Complexity Analyzer).
A Worked Example: Webhook Failure
| Stage | HumanHello Technical Agent Action |
|---|---|
| 1. Ticket Received | "Webhooks aren't firing for 'user.created'" |
| 2. Investigation | Agent queries internal logs for the user's `tenant_id`. Discovers the endpoint is returning 502 Bad Gateway. |
| 3. Action | Agent replies: "I checked the logs. Our system is trying to send the payload, but your endpoint is returning a 502. Can you check your load balancer?" |
| Result | Zero deflection. Instant technical resolution. Customer loyalty secured. |
Technical Support FAQ
Q: Do your agents write code?
A: They do not commit to your production codebase, but they can write scripts to parse logs, run SQL queries, and construct API payloads for testing. (See our Philosophy on human capabilities).
Q: How do you handle security access?
A: We require read-only access to necessary systems (Datadog, Retool, Metabase) and operate strictly within your SSO and VPN constraints. We do not require raw DB write access.
Q: What if they can't solve it?
A: We construct a perfectly formatted bug report (see our QA Checklist) with reproduction steps and submit it directly to your engineering team's Linear/Jira board, preventing engineering context-switching.