SaaS Support · Tier 1–3
Expert SaaS support,without the hiring.
Dedicated Tier 1, 2 and 3 agents who are remote, bilingual and working in your time zone. Skilled people on your queue in weeks, with no recruiting, payroll or turnover to manage.
- Led by a former Tier 3 SaaS engineer
- English & Spanish
- U.S. time-zone overlap
Your support queue
Meridian agents online
- T1Resolved
Can’t log in after password reset
Account access · Chat
- T2Reproduced
CRM sync stopped after plan upgrade
Integration · Email
- T3To engineering
API returns 500 on bulk import
Root cause found · Logs attached
Bug report · ready for engineering
Steps to reproduce, expected vs. actual, logs and affected accounts. No back-and-forth.
We work inside your tools.
Your helpdesk, your brand, your processes.
• Services by tier
Every ticket, handled at the right level.
From password resets to API escalations, the right specialist picks it up, so nothing lands on your engineers by default.
Customer
“I was charged twice this month.”
Meridian · Tier 1
Refund issued and your invoice is updated.
01Tier 1Frontline support
Fast, friendly and consistent, so customers are never left waiting.
First response, triage, account and billing questions, how-to guidance, password resets, ticket routing.
Customer
“Webhooks stopped firing after the update.”
Meridian · Tier 2
Reproduced. It’s a config change, here’s the fix.
02Tier 2Technical troubleshooting
Most issues get solved here.
Configuration problems, integration issues, reproducing bugs, log review, and clear write-ups before anything reaches engineering.
Escalation · P1
Bulk import returns 500 for large files
Root cause: timeout above 10k rows · Repro steps · Logs · 3 affected accounts
Handed to your developers
03Tier 3Advanced escalations
Clean, reproducible bug reports instead of vague complaints.
Complex investigations, API and integration debugging, root-cause analysis, and working directly with your developers.
Add-ons
Help-center & knowledge-base writingSupport process setup: SLAs, macros, escalation pathsSupport team training & Agile coaching• Inside a ticket
From “it’s broken” to fixed, in one thread.
One escalation, start to finish: first reply, reproduction, root cause, a clean handoff to engineering and a workaround for the customer.
- #48213 · BrightlaneSolved
Bulk import fails with 500 error
T3HIGH
- #48207 · OrbitlyPending
Webhooks stopped after v4.11 update
T2
- #48199 · Kestrel HRSolved
Charged twice for October
T1ES
- #48196 · FieldnoteSolved
SSO login loops back to sign-in
T2
- #48190 · MapletonSolved
How do I add a teammate?
T1
Bulk import fails with 500 error
#48213 · via email · Brightlane (Growth plan)
Dana K. · Ops Manager, Brightlane · Tue 9:02 AM
Our bulk import keeps failing with “Error 500”. Smaller files work. We have a board report due Friday and need this data in.
Assigned to Ana R. (Tier 1) · first reply in 4 min
Ana R. · Tier 1 · 9:06 AM
Thanks Dana, I’m on it. Could you send one file that fails and roughly when you tried it? I’ll keep you posted today.
Luis M. · Tier 2 · internal note · 10:41 AM
Reproduced on staging. 8,000 rows imports fine, 12,000 rows fails every time. Not a file format issue. Escalating to Tier 3.
Sofía G. · Tier 3 · internal note · 11:58 AM
Root cause: the import worker times out at 30s on files above ~10k rows. Filed for engineering with repro steps, logs and affected accounts.
Sofía G. · Tier 3 · 12:10 PM
Found it, Dana. Large files hit a time limit on our side. Engineering has the fix queued. Until then, splitting the file into 5,000-row parts works. I’ve attached them already split, ready for your report.
Marked solved · same day · engineering never contacted the customer
Dana rated this “Great”
“Fastest fix we’ve had. The split files saved our Friday.”
01 · Triage
Tier 1 replies fast and collects what the next tier needs.
02 · Reproduce
Tier 2 proves the bug and rules out user error.
03 · Root cause
Tier 3 finds why and hands engineering a ready-to-fix report.
04 · Unblock
The customer gets a workaround the same day, not a “we’re looking into it”.
Example ticket. Names, companies and data are illustrative.
• Why teams switch
Where in-house support breaks down, and how we fix it.
| When support can’t keep up | What Meridian does | What you get |
|---|---|---|
| Engineers get pulled off the roadmap to handle escalations. | Tier 2–3 specialists take escalations and send engineering clean, reproducible reports. | Roadmap back on track |
| Response times slip, customers notice, then churn. | Agents work your queue live during U.S. business hours. | Customers who stay |
| Hiring takes months, and support roles have high turnover. | Trained agents live in 1–2 weeks. We handle hiring and backups. | Coverage in weeks, not months |
| Each new hire needs training, tools and management before they help. | We own training, quality reviews and backups. You get weekly reports. | No management overhead |
| Spanish-speaking customers wait for whoever can answer. | Bilingual agents answer in English and Spanish. | Customers across the Americas |
| Ticket volume swings, but headcount can’t. | Add or reduce agents and coverage hours month to month. | Pay for what you need |
Founding client pilot · [Only 3 spots]
Try a dedicated agent for 30 days. Keep them only if it works.
We start with a free review of your queue, put a trained agent on your tickets, and report every week. If we miss the response time we agreed on, that month is on us.
No long-term contract.
- 01
Free support audit
We review your queue, macros and escalation paths before day one.
- 02
A dedicated agent in 1–2 weeks
Trained on your product, tools and tone of voice.
- 03
Weekly reports
First response, resolution time, CSAT and escalation rate.
- 04
Response-time guarantee
Miss the agreed first-response SLA and the month is credited. [Confirm terms]
- 05
Free agent replacement
Not the right fit? We swap them at no extra cost.
• How it works
From first call to live coverage.
A clear path from your queue today to agents working your tickets.
Book a 20-minute call- 20 min
Discovery call
We learn your product, ticket volume, tools and pain points.
- [48 hours]
Proposal
A team plan with roles, coverage hours and a monthly price.
- 1–2 weeks
Onboarding
Your agents learn your product, tools and tone of voice.
- Go live
Agents work your tickets
Weekly reports on volume, response times and resolution.
- Monthly
Scale
Add agents or coverage hours as you grow, or reduce them in slower periods.
• Engagement models
Start small. Scale when you’re ready.
Monthly pricing, no long-term lock-in. [Minimum term, e.g. 3 months]
Full-time
Dedicated agent
One or more full-time specialists working only on your product.
Best for growing SaaS teams
Part-time
Shared coverage
Part-time support for smaller teams or after-hours coverage.
Best for early-stage products
Tier 2–3
Escalation desk
Specialists who take the hard tickets off your engineers.
Best for teams with an existing Tier 1
• Why Meridian
“As a software engineer, I’ve seen how much time escalations take from a team. I built this so your engineers stay on the roadmap, and your customers get real answers the first time.”
Abel Aguilar Zamora · Founder & Software Engineer
Remote team, Texas office
We work remotely from an office in Texas, live during U.S. business hours.
Bilingual
English and Spanish for customers across the Americas.
Process-driven
Clear workflows, measurable SLAs, constant improvement.
Flexible
Scale up or down month to month.
Faster answers for your customers. Time back for your engineers.
Tell us about your support queue. In 20 minutes we’ll tell you where outsourced support can help, and where it can’t.
admin@mrdn.digital · [WhatsApp] · LinkedIn