Roadmaps
Follow the free public path from the Tier 1 Software Support Roadmap to the Product Support / Tier 2 Technical Support Roadmap, then the Support Engineer / Developer Support Roadmap. Start at Tier 1 unless you already have similar experience.
Tier 1 Software Support
BeginnerRole-based
An ordered path into customer-facing software and SaaS support: tickets, communication, and first troubleshooting
SupportEntry-levelCustomer Service
Recommended starting point for career switchers.
Product Support / Tier 2
IntermediateRole-based
The next rung: product investigation, logs, APIs, escalations, and cross-team troubleshooting
SupportAdvancedSystems
Support Engineer / Developer Support
AdvancedRole-based
Engineering-adjacent path after Tier 2: debugging, data, APIs, automation, and production investigations
EngineeringAutomationAPIs