Hire L2/L3 Support Engineers

You should look into L2/L3 support when your issues move past simple "how-to" questions and start involving server configurations, code bugs, or system crashes. If your L1 team is busy closing basic tickets but complex problems keep piling up or coming back, you need L2/L3 engineers. They don't just patch the problem; they find and fix the root cause so it doesn't happen again.

Our engineers are "telecom-native." While general IT providers offer staff who know basic helpdesk tasks, our team is specifically trained on VoIP-heavy platforms like FreeSWITCH, Kamailio, and Asterisk. Because our engineers have actually built and maintained these platforms from the ground up, they can spot the root cause of a VoIP issue much faster than a generalist ever could.

The process is straightforward:

1. The Chat: Share your tech stack and support volume via our contact form.

2. The Match: We assess your needs and pair you with pre-vetted engineers who know your specific systems.

3. The Start: Once we’re aligned, onboarding usually happens within 48–72 hours. You can choose an engagement model that fits your budget, whether it's hourly, part-time, or a full-time dedicated team.

Think of L2 as the advanced troubleshooters - they work within the system logs to fix configurations and backend glitches. L3 is the highest level of engineering. While L2 works in the settings, L3 works in the source code. L3 handles custom module development, major architecture decisions, and expert-level fixes. Having both tiers ensures that no matter how deep an issue goes, it gets resolved permanently.

Pricing is flexible and depends on a few factors: the model you choose (hourly vs. dedicated), the seniority of the engineer (L2 vs. a senior L3 architect), and the hours of coverage you need. Because every business has different technical requirements, we provide custom quotes to ensure you're only paying for the level of expertise you actually need.

Absolutely. Our engineers are designed to fit right into your current workflow. They can take ticket escalations from your existing L1 team (whether they are in-house or outsourced), use your preferred ticketing tools like Jira or Zendesk, and follow your specific internal rules. It’s a seamless handoff that doesn't disrupt your daily operations.