Support engineering for dev-tool startups.
Your customers are engineers. They can tell when support doesn't understand the product. I'm an engineer who does support properly — reproduce it, diagnose it, answer it, then document it so it stops coming back.
Front-line support & triage
Answering customer issues in your inbox, Slack Connect, Discord, or forum — with real answers, not deflection. I reproduce first, then reply.
Bug reproduction & escalation
Turning vague customer reports into clean, minimal reproductions your engineers can act on immediately — with logs, versions, and environment captured.
Integration debugging
Helping customers get your SDK, API, or CLI working inside their stack — including the awkward environments: on-prem, air-gapped, legacy, industrial.
Documentation & guides
Turning repeat support tickets into documentation that stops them recurring — quickstarts, troubleshooting pages, API references, runbooks.
Onboarding & enablement
Walking new customers through first integration, building sample projects, and running onboarding calls so evaluations convert instead of stalling.
Support-process setup
Setting up the boring infrastructure: macros, tagging, severity levels, escalation paths, and a knowledge base that your future hires can actually run.
Pilot
Try it before you commit.
- Two weeks, part-time
- I take your live support queue
- Weekly summary of what broke and why
- No lock-in — walk away after
Retainer
most commonA dependable number of hours each month.
- Fixed monthly hours, agreed up front
- Defined response windows
- Recurring issues written up as docs
- Monthly report on ticket themes
Project
One specific thing, done properly.
- Docs overhaul or knowledge base build
- Support process design
- Backlog triage sprint
- Fixed scope, fixed price
Pricing depends on volume, hours, and response expectations — tell me the shape of the work and I'll send a number.
Intro call
Thirty minutes. You describe the product, the customers, and where support currently hurts.
Ramp-up
I read the docs and the source, run the product myself, and work through your recent tickets until I can answer them unaided.
Live coverage
I take the queue on the agreed schedule. Anything I can't resolve gets escalated to your team as a clean reproduction, not a forwarded email.
Close the loop
Repeat questions become documentation. You get a monthly write-up of what customers actually struggled with.
Shipping production software — full-stack, backend, and industrial systems. I've been the engineer on the other end of the escalation.
Factory networks, PLCs, legacy protocols, on-prem deployments. If your tool has to work somewhere awkward, I've debugged somewhere more awkward.
Every answer is a documentation candidate. You can read how I explain technical systems before you hire me.
+What kind of products do you support?
Developer tools and technical products — SDKs, APIs, CLIs, infrastructure, data platforms, and anything touching industrial or IoT systems, which is where my own engineering background sits.
+Are you an engineer or a support agent?
An engineer doing support. Ten years of shipping production software means I read the source, reproduce locally, and escalate with a diagnosis rather than a description.
+What time zone do you work in?
India Standard Time (UTC+5:30). That gives full overlap with APAC and EMEA mornings, and a useful head start on the US working day — your queue is already handled when your team logs on.
+How do you charge?
Hourly for pilots, a fixed monthly fee for retainers, and fixed price for scoped projects. Tell me the shape of the work and I'll send a number — no packages to choose between.
+Can you also write our documentation?
Yes — it's the part I enjoy most. Support and documentation are the same job at different time scales, and I write publicly about technical systems on this site.
Drowning in support tickets?
Tell me what your queue looks like and what your engineers are being pulled into. I'll tell you honestly whether I can help.