Transparent customer communication, knowledge-base writing, account coordination, and fast product-context acquisition.
SaaS operations, strengthened
The Tier 2 team your engineers are waiting for. Operational at the speed of SaaS
Expert-level SaaS support for companies where engineering is answering too many escalations, in-house hiring is too slow, and customer trust depends on clear, validated resolutions.
35+Verified specialists
<4hrP1 resolution target
0Fixes shipped without validation
8 weeksTo steady state
Previously the Tier 2 backbone of a North American enterprise SaaS programTrusted for complex accounts, validated fixes, and operational reporting under NDA.
CXConnected
operations
operations
Tier 2 SupportResolve · validate
Account SuccessMonitor · grow
SystemsConfigure · optimize
AI QualityEvaluate · improve
SecurityObserve · protect
Live capability networkHuman-led
Built for modern SaaS teams
Support
Customer Success
Platform Operations
AI Quality
Experience across enterprise and public-sector environments.
One operational partner
Deep expertise across your customer and product lifecycle.
We extend your team where technical complexity, customer expectations, and operational precision intersect.
Tier 2 Technical Support
Resolve complex product issues with skilled specialists who understand both the technology and the customer.
Explore capabilityHuman-in-the-Loop AI/ML
Add expert human judgment to labeling, model evaluation, response validation, and automation monitoring.
Explore capabilitySystem Administration & Security
Keep user access, platform configuration, integrations, and reporting running with confidence.
Explore capabilityTechnical Account Management
Turn reactive account servicing into proactive health monitoring, advocacy, and growth support.
Explore capability Multidisciplinary expertise
We understand the customer, the product, and the system behind it.
Our capabilities extend beyond support delivery into software, cloud infrastructure, quality assurance, security operations, and multilingual customer communication. The team brings practical experience across SaaS support tooling, modern web stacks, cloud platforms, security monitoring, QA workflows, and customer-facing delivery.
Explore our expertiseCapability index06 disciplines · one connected team
JavaScript, TypeScript, React, Next.js, Vue, Redux, HTML/CSS, Tailwind, Bootstrap, jQuery, API workflows, and GitHub.
System administration, Windows OS, Docker, SQL, DNS, firewalls, routing, WAF, integrations, and infrastructure monitoring.
Cybersecurity operations, SOC response, SIEM setup, penetration testing, exploit analysis, and security content research.
Structured investigation, smoke testing, issue reproduction, test-case creation, automation monitoring, and detail-oriented validation.
Advanced written and spoken communication in English, German, and Serbian, with basic Spanish and Italian coverage.
Why CXTS
Not just more capacity.
Better capability.
We combine technical depth, customer empathy, and operational discipline to become an accountable extension of your team.
Why teams choose usSpecialist talent
Technical operators equipped for nuanced products and complex customer environments.
Flexible by design
Dedicated, shared, project-based, and follow-the-sun coverage that adapts with demand.
Measured outcomes
Clear operating rhythms, quality controls, and reporting tied to the results you value.
Engagement models
The right team shape for what comes next.
Start with the capacity you need today. Expand coverage, specialization, and ownership as your operation evolves.
Explore models & pricingDedicated team
A named pod embedded in your product, processes, and customer experience.
Best for scale & complexityShared team
Flexible specialist capacity that adapts efficiently to variable demand.
Best for evolving volumeProject-based
Focused expertise for launches, migrations, backlogs, and defined outcomes.
Best for targeted deliveryFollow-the-sun
Coordinated round-the-clock continuity across regions and critical workflows.
Best for 24/7 coverage SaaS solution design
Customized SaaS solutions for your unique business needs.
Built around your workflow
We turn operational knowledge into clean, secure SaaS products—from internal portals and workflow tools to customer-facing platforms, dashboards, integrations, and AI-assisted operations.
Purpose-built SaaS systems
We design and build software around the way your business actually operates. Proven experience across portals, marketplaces, collaboration tools, learning systems, service workflows, dashboards, and operational platforms gives us the pattern recognition to move from idea to usable product quickly.
Discovery · UX · build · operateWorkflow automation
Custom tools that replace spreadsheets, manual handoffs, inbox tracking, and fragmented processes with structured flows, permissions, notifications, and audit-ready activity history.
Dashboards & admin layers
Role-based views for metrics, queues, accounts, users, system status, reporting, and management decisions that need clean operational visibility.
Integrations & data flows
API-connected systems that bridge CRMs, support desks, databases, identity providers, cloud services, and reporting layers into one usable product experience.
Frequently asked questions
Practical answers before we begin.
Every engagement is tailored, but these principles guide how we scope, launch, and operate.
Ask us something specificHow long does onboarding take?+
We reach live ticket ownership in Week 3 and full SLA accountability by Week 8. You see productive activity before the end of Month 1.
Can we run a pilot before committing?+
Yes — our 60-day pilot puts 2–3 dedicated specialists on real tickets at a preferred rate, with full SLA accountability from Week 3. Walk away if it is not working.
What makes you different from a generic BPO?+
Category expertise. We built our Tier 2 practice on enterprise SaaS work and understand workflow topology, integration patterns, enterprise customer dynamics, and escalation pressure before Day 1.
Do you cover 24/7?+
P1/P2 coverage is 24/5 as standard. Full 24/7 is available on the Enterprise tier and Follow-the-Sun engagement model.
What does “resolved” actually mean?+
Four conditions must all be true: the issue no longer reproduces in the customer environment, smoke testing confirms the fix held, the customer has confirmed, and the knowledge base is tagged. We close when the problem is gone.
Let’s build better operations
Ready to remove Tier 2 escalations from your engineering queue?
Tell us where your team needs more capacity, capability, or coverage. We respond within 4 business hours.
Book a 30-minute call