Product Support → Tier 2 Technical Support Roadmap
Build on Tier 1 with deeper product investigation, logs, APIs, escalations, data, and cross-team troubleshooting
Who this roadmap is for:
- •Tier 1 software-support agents ready to take on more complex product investigation
- •People handling escalations who want more technical depth
- •People exploring Product Support or a later Support Engineer / Developer Support path
- •Assumes Tier 1 fundamentals (or equivalent experience)
Advanced Ticket Handling
Move beyond scripted fixes: isolate, reproduce, and resolve complex issues on your own
Complex Troubleshooting
Skills for tickets that Tier 1 can't close
Diagnose the underlying cause instead of patching symptoms
Build minimal reproduction steps and isolate variables systematically
Capture and analyse HAR files, network requests, and console errors
Learn how your product actually works end-to-end so you can reason about failures, not just follow macros
Technical Depth for Support
Build the networking, HTTP, and systems literacy that lets you debug without guessing
Systems Literacy
Core technical building blocks for SaaS and web application support
DNS, TLS, proxies, firewalls, and latency. Learn enough to separate client, network, and server issues.
Understand status codes, REST basics, and how to test endpoints
Interpret server logs, stack traces, and error codes to narrow down failures
Working with Engineering
Escalate with evidence, collaborate on incidents, and become a reliable partner to engineering
Escalations & Partnership
Bridge the gap between support and development
Give engineering everything they need first time: repro steps, logs, impact, scope
Participate in incident response: severity levels, comms, and postmortems
Data & Light Automation
Query data yourself and automate repetitive work instead of waiting on other teams
SQL & Scripting for Support
Practical technical skills that multiply your output
Query databases to investigate account and data issues directly
Automate repetitive support tasks like data pulls, bulk updates, and report generation
SLAs, Metrics & Queue Management
Understand the operational side of support: priorities, service levels, and the numbers that matter
Operational Excellence
Run the queue instead of letting the queue run you
Apply service level agreements and severity/priority models to triage work
Track and improve first response time, resolution time, and CSAT
Documentation & Communication
Write clearly for customers and teammates. This skill makes every technical win more useful.
Written Excellence
Turn investigations into reusable knowledge and calm customer updates
Write internal notes, KB articles, and runbooks that other agents can trust
Explain complex or incomplete investigations without over-promising or jargon dumping
What's Next: Support Engineer
Optional bridge. This is not the full Support Engineer curriculum. Get light Git exposure, then move to the Support Engineer roadmap.
Toward Support Engineering
See whether the engineering-adjacent path is right for you
Read code changes, track down when bugs were introduced, and contribute fixes to docs
Support Engineer is a distinct role, not Tier 3. Use the dedicated roadmap for APIs, debugging, data, automation, and job readiness.
Keep the momentum going
When these foundations feel familiar, continue to the next public roadmap. You can also use the existing Discord to ask a focused question or share what you are working through.