Definition
Support focused on diagnosing and resolving product or software issues, typically tiered into L1 (common issues) and L2 (specialist) levels.
Business Importance
Structured technical support with clear escalation tiers is what lets a SaaS or technology client offer 24/7 coverage without needing in-house engineers on every shift.
Industry Examples
An L1 technical support agent walking a user through clearing a browser cache before escalating a persistent bug to L2.