Interactive learning · early access
Learn technical support by doing it.
We're building interactive, self-paced training for software support and developer support — built around the kinds of problems you'll actually need to investigate on the job.
The roadmap shows you what to learn. Interactive practice will help you learn how to actually do the work.
Help shape what gets built first.
Product teaser — not a live exercise yet
Practise the support work loop
Ticket → evidence → investigation → response. This is the kind of interactive practice we're building — so you learn by doing the work, not only by reading about it.
Mock exercise
401 after API key rotation
Customer ticket
Requests that worked yesterday are now returning 401 Unauthorized after the customer rotated their API key.
- Priority
- High — production integrations blocked
- Product
- Payments API · workspace acme-prod
Learn by doing the work
Technical support isn't learned by memorising documentation. You learn it by investigating confusing problems, deciding what matters, using the right tools and explaining the answer clearly.
- 1
Learn
Short, practical context for the problem you're about to face.
- 2
Investigate
Dig into tickets, APIs, logs and tools the way support engineers do.
- 3
Respond
Write a clear customer update based on what you found.
- 4
Get feedback
See where the investigation and reply were strong — and what to tighten.
- 5
Progress
Move on to harder scenarios at your own pace.
What could you practise?
These are directions we're exploring with early users — not a finished catalogue. Your answers help decide what ships in the first MVP.
Realistic tickets
Work through customer problems from first message to resolution.
API debugging
Inspect requests, responses, status codes, headers and payloads.
Log investigations
Find the useful signal inside realistic application and server logs.
Browser DevTools
Use network requests, console errors and browser tools to investigate problems.
SQL & data
Query and inspect data when the answer isn't visible from the UI.
Customer responses
Explain technical findings clearly, accurately and empathetically.
CLI & troubleshooting
Build confidence with the command line and common investigation workflows.
Escalation & incidents
Learn when to keep investigating and when — and how — to escalate.
Who it's for
We're validating an individual learner product first. Support managers and company training can join early access too — but they are not the primary focus yet.
- People trying to get their first SaaS or software support role
- Customer support people who want to become more technical
- Technical support engineers moving toward developer or API support
- Existing support professionals who want more hands-on practice
Built from real software support experience. SupportRoadmap is an independent project by Tom Ulman, a Senior Developer Support Engineer at Algolia (not affiliated with or endorsed by Algolia).