CUSTOMER ENGINEERING and TECHNICAL SUPPORT
Purpose-built technical teams that ensure your customers succeed - without expanding your product team's headcount.
Schedule a consultation to discuss your specific needs, timeline, and team requirements.
What We Do
We build and manage Customer Engineering teams that own the technical customer work – so your product and engineering leaders can stay focused on the roadmap. Our teams embed in your tools and workflows, handle complex cases end-to-end, and escalate cleanly when code changes are required.
Teams we build:
- Customer Success Engineering and Technical Account Management
- Tier 2/3/4 Technical Support
- Application Support and Maintenance
- Solutions Engineering and Technical Enablement
- Implementation and Onboarding
"JDA TSG's CE team is our #1 outsourced delivery partner. The quality and speed of deployment were game-changing."
– VP, Microsoft
Who Needs Customer Engineering?
You need dedicated Customer Engineering Team if:
- You’re scaling fast and can’t hire technical support quickly enough
- Your product team is stuck doing customer onboarding instead of building roadmap
- You need specialized technical expertise without the overhead
- Your product requires complex technical implementation
Common use cases:
B2B SaaS companies scaling customer base
Platform/API businesses needing developer support
Enterprise software requiring technical implementation
Products with complex onboarding requirements
WHY JDA TSG
SLA-First Accountability
We design delivery around measurable outcomes, including resolution time, backlog health, and customer satisfaction.
Technical Depth
We recruit experienced practitioners who have operated in complex enterprise environments.
Embedded in Your Systems
We work inside your ticketing, knowledge, and engineering workflows. No platform burden.
How It Works
1
Discovery & Design
We learn your product, customer needs, and support workflows to design the right team structure.
2
Build & Recruit
We source, vet, and hire technical talent with the specific skills and experience you need.
3
Onboard & Integrate
We train the team on your product and integrate them into your tools, processes, and workflows.
4
Manage & Optimize
We manage day-to-day operations, performance, and continuous improvement while you focus on customers.
Proof in Results
Challenge:
Free core engineering teams for innovation while sustaining legacy and day-to-day customer ops.
Solution:
Recruit elite engineering talent, accelerated onboarding, ongoing accreditation discipline, embedded performance management and governance.
Results:
person team deployed in 7 weeks
improvement in first-response time
CSAT maintained through rapid scaling
Industries We Serve:
Technology & SaaS
API platforms, developer tools, enterprise software
Financial Services
Fintech platforms, payment systems, banking software
Healthcare
Health tech platforms, telehealth solutions
Travel & Hospitality
Booking platforms, property management systems
Ready to Build Your Customer Engineering Team?
Schedule a consultation to discuss your specific needs, timeline, and team requirements.