Technical support outsourcing for complex, high-growth products
Tier 2 and Tier 3 technical support built to resolve complex issues and protect customer trust
We embed into your product, train to your systems, and handle complex technical queries, escalations, and troubleshooting, so your internal teams stay focused on building. Our outsourced technical support service is designed for high-growth, high-complexity environments where product knowledge, resolution accuracy, and SLA performance cannot be compromised. We work within the tools you already use, including Zendesk, Freshdesk, Intercom, and Gorgias.
Resolving complex technical issues with speed and accuracy through outsourced technical support
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We provide outsourced technical support for companies with complex products that require accurate, reliable, and scalable support at every tier — from Tier 1 triage through to Tier 3 escalation.
Health Tech & Wearables
SaaS & Technology
FinTech
Retail & eCommerce
SLA compliance
Operating in 4 continents around the globe
Staff retention rate in 2025
Over 20 languages spoken by our diverse team
Outsourced technical support built around your product and your team
Global outsourced technical support coverage, with local expertise
Teams across Ireland, Portugal, Romania, Spain, Bulgaria, Japan, the Philippines, Colombia, and the US, delivering technical support outsourcing across global markets.
Brand immersion, not just outsourced agents
We integrate into your product, systems, and customer lifecycle workflows from day one making sure your outsourced support team operates as a true extension of your brand.
Outsourced Tier 2 and Tier 3 product support
Designed for businesses that need structured escalation, accurate issue resolution, and outsourced technical support that goes well beyond basic first-contact coverage.
Dedicated outsourced technical support specialists
Experienced agents trained on your product, tooling, and escalation paths — handling troubleshooting, product issues, and complex technical queries with precision.
AI-assisted outsourced technical support
AI-enabled triage and workflows handle volume and routing, while experienced human agents manage complex, sensitive, and high-value technical interactions that require real product expertise.
Our security philosophy
Otonomee protects your data, your people, and your customers through industry-recognised controls, continuous monitoring, and world-class certifications.
Security is fundamental to customer trust and continuous service excellence. As a remote-first, global operator, we embed security at every layer — people, process, and technology.
We protect data wherever it lives, with safeguards that meet or exceed modern compliance expectations.
ISO/IEC 27001:2022
Internationally recognised standard for information security management, demonstrating a systematic, risk-based approach to protecting data.
GDPR
Fully compliant with EU data protection regulations, safeguarding personal data with transparency, accountability, and privacy by design.
PCI DSS Certified
Certified to protect cardholder data through rigorous security controls, ensuring safe and compliant payment processing environments.
HIPAA
Aligned with strict U.S. healthcare data protection requirements, ensuring sensitive health information is handled securely and responsibly.
What's included in our outsourced technical support service
Dedicated outsourced Tier 2 and Tier 3 technical escalation teams
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AI-enabled triage and resolution workflows across your outsourced technical support operation
Outsourced technical support aligned with your product roadmap, release cycles, and engineering teams
Structured incident escalation, root cause analysis, and resolution documentation
Proven experience delivering outsourced technical support in regulated environments — including HealthTech, FinTech, and SaaS
“The Otonomee Team run an efficient SaaS operation, have created and refined processes and respond quickly and positively to change. Time and time, they offer initiatives and ideas to optimize performance and to improve user experience. Our building managers are in safe hands!”
Our Awards
Our Partners
A structured approach to technical support outsourcing
We take a structured, hands-on approach to building and scaling outsourced technical support operations. From discovery to go-live, we work alongside your team to ensure a smooth transition, strong product and technical alignment, and consistent performance from day one.
Frequently asked questions
Still have questions?
Talk to a technical support specialist and explore how Otonomee can support your growth.
We provide Tier 1, Tier 2, and Tier 3 outsourced technical support for complex, product-led environments. Our teams are matched to your technical stack, documentation, and customer base, covering first-contact resolution through to deep technical escalation.
Yes. We provide outsourced technical support for HealthTech, FinTech, and other regulated sectors where accuracy, compliance awareness, data security, and structured escalation are critical. Our teams operate in line with ISO/IEC 27001, HIPAA, PCI DSS, and GDPR requirements.
Our outsourced technical support teams are trained on your product, systems, documentation, and escalation workflows before going live. We operate structured QA processes, continuous performance oversight, and regular calibration to maintain accuracy across every tier of your support operation.
We implement structured Tier 2 and Tier 3 escalation workflows within your outsourced technical support operation — including root cause analysis, defined handoff protocols between tiers, and resolution reporting. This ensures issues are resolved with precision and that learnings feed back into your product and support processes.
Yes. Our remote-first outsourced technical support model allows us to expand capacity quickly, adding agents with the right technical profiles while maintaining knowledge depth, product alignment, and service quality at every tier.
Timelines depend on product complexity and documentation maturity, but our structured onboarding process enables efficient ramp-up — aligned with your product requirements, release schedule, and SLA commitments.
Our outsourced technical support teams work with the platforms you already use. We have active experience with Zendesk, Freshdesk, Intercom, Gorgias, Salesforce, HubSpot, Pylon, and more, as well as proprietary CRM tools. If you have a preferred platform in place, we integrate into it — we don't require you to change your tooling to work with us.
Talk to an outsourced technical support specialist
Partner with an outsourced technical support specialist
Share your product complexity and support challenges, and we'll design an outsourced technical support solution that resolves issues at the right tier, protects product integrity, and maintains customer trust at scale.
Why partner with us?
- Outsourced technical support expertise for scale-ups: We understand fast-growth pressures and build outsourced operations that scale technical depth alongside your product and user base.
- Bespoke Tier 2 and Tier 3 outsourced technical support: Expert outsourced support tailored to your product environment, escalation model, and compliance requirements.
- AI-assisted outsourced support with a human touch: We blend experienced technical agents with AI-enabled workflows, removing repetitive triage so your outsourced support team focuses on the complex issues that require real product expertise.
- Outcomes, not just outsourced headcount: We track CSAT, first contact resolution, Tier escalation rates, and resolution time — and continuously optimise your outsourced technical support operation to deliver measurable results.