“We’re buried in tickets.” If you’ve said that in the past week — maybe even today — you’re not alone. Support leaders at early-stage or bootstrapped SaaS companies often find themselves under relentless pressure. Your support inbox is overflowing, your team is stretched thin, and headcount growth isn’t

There’s a saying—“Tell me what the incentives are, and I will tell you the outcome.” In support organizations, that saying is gospel. Incentives, whether intentional or accidental, shape behavior. And behavior shapes culture. If you incentivize “heroism”—rewarding the person who pulls an all-nighter to save a customer—

We’ve been trained to measure success by what we see—heroic saves, high-severity incidents resolved under pressure, public shoutouts, and Slack threads full of emojis. But what if the real win is when nothing happens at all? Today, I explore what it means to celebrate quietness in Enterprise Support—

The landscape of customer support is shifting. As AI continues to evolve, its potential to handle an increasing number of customer service tasks is becoming undeniable. But what does this mean for today’s support teams? In a world where AI takes over the majority of support functions, how do

Present Day: A Human Enterprise Reaches Out Jessica, a support agent for a popular SaaS platform, watches the ticket queue slowly fill. Her fingers hover over the keyboard, waiting for the next urgent issue to arrive. It’s a normal day—well, as normal as it gets when you’re

Introduction: The Undervalued Engine In most SaaS companies, Support is still seen as a necessary cost to keep customers from churning. Tickets flow in, agents respond, leadership eyes the cost per resolution. But this view is outdated and dangerous. Support is not a cost center. It’s the operational heartbeat

The complexity of modern software platforms—particularly in AI-native and developer-focused SaaS—has rendered traditional support engineering models insufficient. As products evolve faster and customers demand higher technical proficiency from vendors, a new function is emerging: Customer Engineering (CE). Customer Engineering blends technical depth with customer empathy Unlike traditional support,

Meeting SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) isn’t just a reporting obligation—it’s essential for customer satisfaction, internal alignment, and business growth. As your support team grows, so does the complexity of maintaining high performance. But as teams scale, what used to be manageable becomes

If there’s one thing I’ve learned in my years of experience working in support teams, it’s this: Support is more than just solving problems—it’s a crucial player in the product quality game. From managing escalations to collaborating in product planning meetings, to developing joint plans

Customer support is the lifeline of an organization’s relationship with its customers. It’s where problems are solved, trust is built, and loyalty is won. While trust, engagement, and alignment lay the cultural foundation for high-performing teams, Knowledge Management (KM) serves as the structural backbone that drives consistency, scalability,