Technical Support

What it is

Technical support helps customers with issues that require understanding how a product works under the hood: APIs, integrations, data pipelines, infrastructure, and bugs.

Why it matters

Technical tickets take longer, escalate more, and need people who can read logsLogsTimestamped records of events a system emits as it runs. and code. They're where support costs and engineering interruptions concentrate.

Best practices

1. Hire and train for investigation – Not just product knowledge.
2. Give access to systems – Logs, admin tools, and read-only code.
3. Build a tight loop with engineering – Shared channels, clear escalation criteria.

How Decimal helps

Decimal builds AI agentsAI AgentSoftware that plans, uses tools, and acts toward a goal instead of answering one prompt. for technical support teams at companies with complex products, including Tealium, Granola, and BuildOps.