Hire Tier 2 & 3 Technical Support That Fixes the Root Cause, Not Just the Ticket
Get seasoned support engineers who handle the escalations your frontline can’t. They troubleshoot deep, document everything, and stop the same issue from coming back. Backed by over two decades of IT outsourcing experience.
Backed by over two decades of IT outsourcing experience.
Why TESI
Why Hire Tier 2 & 3 Technical Support with TESI
Deep technical capability, clear communication, and disciplined escalation—built into one dedicated support function.
01
Overview of the Role
Your Tier 2 & 3 support engineers are the last line before a ticket reaches your developers. Tier 2 handles advanced troubleshooting, configuration, and reproducing bugs. Tier 3 digs into logs, databases, APIs, and code paths to isolate root causes. Together, they protect your engineering team’s time and your customers’ trust.
Tier 1
Frontline
Tier 2
Advanced triage
Tier 3
Root cause
Engineering
Action-ready
02
Candidate Skillset
They’re fluent in ticketing and ITSM platforms like Zendesk, Jira Service Management, ServiceNow, and Freshdesk. They read logs, write SQL queries, test APIs, and work across Windows, macOS, and Linux. What sets them apart is structured problem-solving: they reproduce, isolate, and explain issues so clearly that developers can act immediately.
Proof before placement
How We Vet Tier 2 & 3 Technical Support Candidates
We don’t stop at checking certifications. Every candidate works through real escalation scenarios that test how they diagnose, communicate, and close complex issues under SLA pressure.
Every candidate completes role-specific skills assessments covering:
01
Technical Troubleshooting
diagnosing software, network, and configuration issues across operating systems
02
Systems & Data Literacy
reading logs, writing SQL queries, and testing API calls
03
Written Communication
turning complex fixes into clear customer replies and developer-ready bug reports
04
Critical Thinking
prioritizing multiple escalations and finding patterns across recurring tickets
Have specific assessment requirements?
We can build your product-specific tests, sandbox troubleshooting tasks, or technical interviews into our vetting process. Only candidates who prove real expertise reach your shortlist.
One connected feedback loop
Support signals become product improvements.
Connected teams, compounding value
Ways They'll Collaborate with and Make an Impact on Your Team
Your Tier 2 & 3 engineers connect support, product, and engineering. Frontline agents get faster answers. Developers get cleaner bug reports. Product gets data on what breaks most often. They turn recurring pain points into knowledge base articles and fixes that shrink ticket volume over time.
Frontline support
Faster answers
Developers
Cleaner bug reports
Product
Recurring issue data
Measurable accountability
KPIs They'll Own
Clear measures align support quality with customer trust, engineering capacity, and the operational priorities needed to deliver consistent, scalable service.
Speed
Escalation resolution time
Resolution
First-contact resolution rate on escalated tickets
Deflection
Escalations passed to engineering (lower is better)
Reliability
SLA compliance
Enablement
Knowledge base articles created or updated
Build with confidence
Start Building Your Technical Support Team Today
Complex issues deserve experienced hands. With TESI, you get Filipino Tier 2 & 3 support engineers who resolve faster and escalate smarter.
How we support your hire
We're Their Legal Employer. You're Their Leader.
TESI serves as your Employer of Record in the Philippines. We handle every employment obligation for your Sales & Marketing hire, while you keep 100% direct operational control, performance direction, and team oversight.
01
Full-cycle recruitment.
Your Sales & Marketing hire is sourced, hired, and onboarded under a compliant entity, ready to work.
02
HR support and employee relations.
We handle day-to-day HR, performance management, and offboarding.
03
Full-cycle recruitment.
Your Sales & Marketing hire is sourced, hired, and onboarded under a compliant entity, ready to work.
04
Compliance you can rely on.
Legal contracts, localized HR policies, and employee relations are handled for you.
05
Full transparency through OWL.
You see hiring status, performance, and compliance on one platform.
06
A workspace built for teams.
Your hire can work from a modern, tech-enabled office at In.Hub.
Powered by OWL — Outsource Without Limits
See Everything About Your Tier 2 & 3 Technical Support Hire in One Place.
OWL is TESI’s own platform. It brings recruitment, compliance, payroll, and communication together, so you’re never chasing updates.
Outsource Without Limits
TDG In.Hub · Taguig City
Our workplace
Your Tier 2 & 3 Technical Support Hire Works From In.Hub, Where Innovation Happens
TDG In.Hub in Western Bicutan, Taguig City, is built for offshore teams. It’s IoT-enabled, 100% solar powered, and designed for focused work. Features include safe and secure spaces, collaboration zones, a business lounge, and flexible, tech-enabled work areas. Prefer remote? TESI supports that too.
IoT-enabled
100% solar powered
Secure spaces
Remote-ready
How it works
From Conversation to Deployed
A clear five-step process keeps every decision visible and every handoff moving.
01
Discovery Call.
We learn your business goals, team needs, and the Sales & Marketing role you want to hire.
02
Scoping & Proposal.
We design an outsourcing or EOR setup and present a clear, transparent proposal.
03
Talent Sourcing.
We screen, assess, and shortlist the best candidates for your review and approval.
04
Onboarding.
We handle contracts, payroll setup, government registrations, and system access.
05
Ongoing Support.
Continuous HR, compliance monitoring, and performance support for as long as you work with us.
Ready to define the role and meet your first shortlist?