# What is Technical Support?

> Support for products where answers depend on code, config, and system behavior.

Canonical: https://www.decimal.app/glossary/technical-support · Last reviewed: 2026-09-23

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 logs 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 agents for technical support teams at companies with complex products, including Tealium, Granola, and BuildOps.

## Related terms

- [Support Engineer](https://www.decimal.app/glossary/support-engineer): A support role that investigates technical issues with engineering-level skills.
- [Engineering Escalation](https://www.decimal.app/glossary/engineering-escalation): A ticket support hands to engineering because it needs code-level investigation.
- [Tiered Support (L1, L2, L3)](https://www.decimal.app/glossary/tiered-support): A support structure where harder issues move up through levels of expertise.

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