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Choosing a roadmap
How to choose between Tier 1, Tier 2, and Support Engineer / Developer Support.
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Tier 1 Software Support Roadmap
Start here for customer-facing software and SaaS support fundamentals: browsers, networking basics, tickets, communication, and common issues. Best default for career switchers and people new to software support.
Product Support / Tier 2 Technical Support Roadmap
Choose this when Tier 1 fundamentals (or equivalent experience) already feel familiar and you need deeper investigation: HAR/network debugging, HTTP/APIs, escalations, logs, SLAs, and metrics.
Support Engineer / Developer Support Roadmap
Choose this later path when you have strong Tier 2 foundations and want engineering-adjacent skills: deeper APIs, data, automation, and production investigation. It is not an entry-level shortcut.
Practical rule
- If unsure, start Tier 1. Skipping ahead usually creates gaps in evidence-gathering and ticket writing.
- Read all three roadmaps before deciding; the catalogue descriptions state audience and scope.
- Roadmaps do not promise a job timeline. Pace depends on your background and hours available.
Still stuck? Contact SupportRoadmap.