Here is something that happens regularly on our customer team.

A customer raises a question in one of our Learning Circles, a live training session with 60+ attendees. The question is about a workflow capability they need. On the call, a handful of other customers chime in: yes, that would be valuable too.

Twenty-four hours later, the feature is live.

That is what happened in May when Pendo asked about the ability to force a future workflow block to run, removing conditionality on demand. Our Technical Solutions engineer Hugo shipped it the next day. Pendo's team were told: "Your question in the Learning Circle is the reason we built it."

Within hours, 6 other customers were requesting it for their environments.

That is not traditional support. That is something different entirely.

What Technical Solutions actually is

When most people hear "technical support," they picture a ticketing queue, an SLA clock, and someone eventually emailing you back with a knowledge base link.

Our Technical Solutions team is built on a completely different premise. These are engineers who hold deep context on customer configurations, integration architectures, and tech stacks spanning Workday, Coupa, Ironclad, NetSuite, Jira, Slack, and more. They diagnose issues directly in production. They write PRs, reviewed and approved by our engineering teams, to resolve problems at the code level when that is the fastest and cleanest path. They respond to tickets with an average response time under five minutes.

And they do all of this while simultaneously building the internal tooling, the knowledge base, and the AI systems that make the whole operation scale.

Across hundreds of customer interactions, one pattern continues to be true. On G2, a Security Engineer described the team as acting "as a partner rather than just a vendor, with direct access to people who can build custom workflows tailored to your specific needs." Another put it plainly: their main contact was "always available, no request was too big or small." Customer Support is the third most-cited positive across all 50 Omnea G2 reviews, behind only ease of use and workflow flexibility.

The metrics

  • Average initial response time: under 5 minutes
  • Average full ticket resolution: under 2 hours

For context, our largest, most complex enterprise customers, with integrations spanning multiple ERPs, CLM tools, and identity providers, see a 4-minute average response time and issues resolved in under two hours end to end.

Support at that level of complexity, at that speed, is not something you achieve with a playbook and a knowledge base alone.

Engineering depth with AI at the core

Eighteen months ago, the work was configuration changes and script edits. Today, it is shipping production code across multiple services and repos simultaneously. In a recent two-week window, the team shipped changes across X, Jira, X, and CreditSafe, all in parallel.

This is a field engineering capability embedded in the customer layer of the business.

What accelerates all of this is how deliberately AI is at the centre of TechSol's work.

We have built a Claude skill that automates the first stage of bug investigation. When a team member raises an issue, Claude talks directly to our diagnostic systems, pulls the relevant Datadog logs, asks the specific code-path questions that actually surface root causes, and drafts a properly structured Linear ticket with the evidence attached. Issues that previously required back-and-forth between support, engineering, and the customer now arrive in the engineering queue pre-investigated, with the resolution path already clear.

Every week, an AI summary lands in our team channel of all the positive customer feedback TechSol has received that week. It always fills me with joy to see the value our customers deliver and how it’s appreciated by our customers.

Two from this week. "OMG it got through" from a customer, after Hugo cleared a persistent Coupa sync failure that had been blocking their supplier onboarding. "You are a star, thanks a mill!!" from a customer at The Adecco Group, after Margot traced and fixed a workflow routing issue that had silently misassigned several live requests. 

We are also investing in a knowledge base that grows with every ticket, every configuration decision, and every integration pattern the team encounters. That knowledge compounds. A fix for a Workday address validation issue becomes documented context that prevents the next five customers from hitting the same wall.

Why this matters

The old model of enterprise software support treated customer problems as variance to be managed. Tickets came in, tickets went out, SLAs were met or missed, quarterly reviews were held.

The model we are building treats customer problems as a product signal. Every issue that a skilled engineer can resolve in hours, or a feature that a customer needs and ships in a day, is an opportunity to close the loop between what the product does and what customers actually need it to do.

TechSol sits exactly at that intersection. They see every edge case, every integration gap, every workflow the product was not quite designed for. They have the depth to resolve it, the relationships to communicate it, and increasingly the technical access to fix it directly. A Procurement Excellence Leader at one of our enterprise customers described their experience on G2 as: "The relationship that we have for product development and influencing product roadmap." That is possible thanks to this close proximity and deep understanding.

I am genuinely excited about where this goes. The role of a technical customer team, when built with the right people and the right tools, is not support. It is one of the most powerful feedback and innovation loops a software company can build.

We are only just beginning to see what that looks like at scale and yes we are hiring! See open roles on our careers page.