About SupportRoadmap
SupportRoadmap is an independent project created by Tom Ulman, a Senior Developer Support Engineer at Algolia. It provides a practical, ordered path into customer-facing software and SaaS support.
Experience
Tom’s work spans developer and technical customer support, product design, and systems and process improvement. SupportRoadmap packages that practical orientation into free public roadmaps, Docs, and Guides.
SupportRoadmap is an independent project. It is not affiliated with or endorsed by Algolia.
Why it exists
Many people want a clearer path into technical software support without being pushed into generic IT helpdesk tracks, certification mazes, or an unbounded “learn everything” catalogue. SupportRoadmap focuses on what to learn next for customer-facing SaaS work, then explains key concepts in first-party Docs.
Scope
- Customer-facing technical support for software and SaaS products
- Tier 1 → Product Support / Tier 2 → Support Engineer / Developer Support progression
- Companion Docs, Guides, and dated Insights where useful
What SupportRoadmap is not
- Internal IT helpdesk or hardware-repair training
- A certification programme or bootcamp with job guarantees
- A roadmap.sh-style catalogue competing on article count
- A live practice-lab or mentoring platform (those are not current products)