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Tier 2 Support

Advanced technical problem resolution for complex issues requiring specialized expertise and in-depth product knowledge.

Key Benefits

  • Faster resolution of complex technical issues
  • Reduced escalation rates to engineering teams
  • Higher customer satisfaction for technical users
  • Improved product feedback from technical interactions
  • Decreased average handling time for complex issues

Our Tier 2 Support Capabilities

Advanced Troubleshooting

In-depth diagnostic procedures for complex technical issues beyond basic support.

Technical Expertise

Specialized knowledge in product architecture, configurations, and advanced features.

Code & Script Support

Assistance with APIs, integrations, and custom implementations.

Tier 1 Mentoring

Knowledge transfer and support for Tier 1 agents on complex issues.

The Tier 2 Support Process

Issue Escalation

Complex issues are escalated from Tier 1 with detailed documentation of troubleshooting steps already performed.

Advanced Diagnosis

Our Tier 2 specialists perform in-depth technical analysis using advanced diagnostic tools and methodologies.

Solution Development

Custom solutions are developed for complex issues, including workarounds and configuration adjustments.

Knowledge Capture

Solutions are documented in the knowledge base to improve future support and enable Tier 1 to handle similar issues.

Enhance Your Technical Support Capabilities

Our Tier 2 Support services provide the technical expertise needed to resolve complex issues quickly and effectively.