Why High-Growth Tech Companies Burn Out On Support
When core software engineers spend 20–30% of their sprints debugging user setups, reproducing edge-case bugs, and fielding API questions, innovation stalls and burn rate spikes.
Senior Devs Acting as Support Desk
Paying $180k+ software engineers to troubleshoot CSV imports, check permissions, and walk users through basic webhook setups destroys sprint velocity and drains morale.
Technical squads capable of reading code, querying databases, reading stack traces, and solving 90%+ of tickets before engineering ever sees them.
Enterprise SLA Breaches & Churn
Six-figure enterprise contracts come with strict 15-minute response requirements. Operating an onshore 24/7 team in U.S. shifts costs over $600k/year in headcount alone.
Follow-the-sun coverage across North America, Latin America, and APAC providing seamless 24/7/365 coverage with guaranteed enterprise SLAs.
Sluggish Onboarding & High 60-Day Churn
When new enterprise logos stall during Okta SSO configuration, custom field mapping, or API integration, Time-to-Value (TTV) drags out and early churn skyrockets.
Dedicated Customer Implementation Engineers who hand-hold enterprise clients through SAML setup, data migration, and sandbox validation in days.
Engineered for Modern Software & Cloud Stacks
From front-line user troubleshooting to complex developer API debugging and 24/7 cloud NOC monitoring, our teams become an organic extension of your engineering culture.
Pre-Trained Across Your Core DevOps & Support Stack
Our technical agents embed directly into your existing ticketing tools, communication channels, and observability dashboards from Day One.
Zero Trust & Principle of Least Privilege
We access your systems strictly via Role-Based Access Control (RBAC), client VPNs, and mandatory multi-factor authentication (MFA). Our SOC 2 Type II controls ensure your codebase, customer PII, and infrastructure keys remain fully protected.
In-House Support Hiring vs. Rocket Technical Squads
Compare the velocity, coverage, and financial advantages of our dedicated nearshore technical operations model.
How a FinTech SaaS Cut Response Times from 4 Hours to 8 Minutes
Following a major Series B round, an enterprise payments SaaS was overwhelmed with complex API webhooks, SSO integration tickets, and midnight merchant inquiries. Core engineers were overwhelmed. Rocket deployed an 8-person Tier 2 technical squad within 14 days.
8 Min Response
Down from 4+ hours, consistently exceeding enterprise SLAs.
42% Dev Hours Reclaimed
Core engineering sprint throughput accelerated by 1.7x.
128% Net Retention
Customer satisfaction score rose to 4.9/5 among top accounts.
Zero Security Incidents
Full compliance with PCI-DSS & SOC 2 Type II protocols.
"Rocket gave our engineering team their lives back. Our developers can finally build new features uninterrupted."
"Their technical squad didn't just follow scripts—they actually understood our API payloads, reproduced tricky bugs in sandbox environments, and handled 95% of incoming issues completely autonomously."
From Architecture Audit to Live Production in 21 Days
Our proven technical knowledge transfer methodology ensures comprehensive understanding of your stack, runbooks, and escalation workflows.
Architecture & Runbook Review
We ingest your API docs, Jira ticket schemas, common error codes, escalation trees, and sandbox environment setups.
Technical Squad Assembly
Dedicated computer science & engineering graduates with deep proficiency in modern cloud environments and debugging tools.
Supervised Ticket Shadowing
Our agents draft responses in internal notes, shadow live cases with your lead engineers, and refine runbooks.
Full 24/7 Autonomy & SLAs
Live queue ownership with real-time Slack/Teams communication, weekly CSAT reporting, and continuous QA calibrations.
Frequently Asked Questions
Technical details on capabilities, security, and integration.