Hire a technical support specialist for your SaaS or AI product
Support customers are glad to reach. One specialist, on your product.
Neon Link gives US software companies one dedicated, full-time technical support specialist who works remotely from the Philippines or India on your US business hours and joins your support team. They answer tier 1 and tier 2 tickets by email, chat and phone, reproduce problems, read logs and API responses, write bug reports your developers can act on, run setup calls and keep your help articles current. It costs $2,295 a month, month to month, with no setup fee.
Rates are pulled live from the system we run the business on. Page updated October 25, 2026.
What your Linker handles
- Answer tier 1 and tier 2 tickets by email, chat and phone, inside your response targets
- Reproduce problems, read logs and API responses, and solve what can be solved without engineering
- Write bug reports with the steps, the expected and actual result and the account it happened on, then follow them in Jira or Linear until they are fixed
- Walk customers through setup, integrations and AI features on a call or in a recorded video
- Explain to customers why an integration stopped or why your AI feature answered the way it did, in plain language
- Write and update help articles when the same question keeps coming back
- Tag every ticket so your product team can see what customers struggle with
- Use your help desk's AI tools to draft replies and summarize long threads, and check every answer before it reaches a customer
We screen for help desks such as Zendesk, Intercom, Freshdesk or Help Scout, Jira or Linear, and comfort with APIs, webhooks, browser developer tools and reading a log. If a finalist has not used yours, you'll know before they start.
How the work is measured
What your Linker is measured on. The targets are set with you in the first week and written into your statement of work.
- First response and resolution times against the targets set with you
- Bug reports engineering can act on without coming back with questions
- Customer satisfaction, and whether it holds as ticket volume grows
How we vet your Linker
Our recruiting team in the Philippines runs a strict screening and review of every applicant, using a process built by our founder, Dan Betthauser, from twenty years running outsourced operations across the Philippines, Costa Rica and the United States. Every Linker goes through:
- A screen of the application against your role: the work, the software and the experience you need
- A recorded spoken English sample, reviewed by our team
- A practical skills test for your work, scored in our own system
- A live video interview with our recruiting team
- An ID check and a background check: NBI clearance in the Philippines, police clearance in India and Pakistan
- A workspace check before day one: a quiet, private room, wired internet, a backup connection and a plan for power outages
- A signed confidentiality agreement before they see any of your data
- Your own interview with the finalist: nobody starts until you say yes
How it starts
- Step 1Tell us the work: send us your job ad, or a 15 or 30 minute call with our team.
- Step 2Get a written quote at the published rate, held for 30 days.
- Step 3We recruit and screen for your work and your tools, and you interview the finalist before they start.
- Step 4Your Linker works on your systems on your hours. A Neon Link manager runs the account and answers when you need them.
- Step 5If the fit is wrong in the first 60 days, we swap them at no cost.
A good fit, and not a fit
- Growing software companies adding customers faster than support people
- Founders and engineers who still answer tickets themselves and lose build time to it
- Products with integrations, APIs or AI features that generate hard questions a script can't answer
- Writing code fixes or shipping changes to production. Your Linker reproduces and reports; your engineers fix
- Round-the-clock or weekend coverage. Your Linker is one person on your US business hours
- Sales demos, renewals or account management
- A shared help desk pool answering for many companies at once
Open roles behind this page
We recruit for this work now. These are the live postings we hire your Linker from:
Questions owners ask
How much does it cost to outsource technical support for your SaaS or AI product?
$2,295 a month for one dedicated, full-time person (40 hours a week), month to month, or $2,195 a month on the 6-month plan. There is no setup fee, and pay, equipment and management are inside that one number. For comparison, a US computer user support specialist costs about $7,370 a month fully loaded, using the BLS median wage plus employer costs.
Can an outsourced support specialist handle technical questions about our API and integrations?
That is what we screen for. Your Linker is comfortable with APIs, webhooks, browser developer tools and reading a log, so they can reproduce a problem, check the API response and tell whether it is a setup issue they can solve or a bug for engineering. When it is a bug, the report has the steps, the expected and actual result and the account, so a developer can act on it without a follow-up question.
Can they support customers using our AI features?
Yes. Customers of AI products ask why the AI answered the way it did and how to set it up for their team, and your Linker walks them through it on a call, in a recorded video or in a help article. They also use your help desk's AI tools to draft replies and summarize long threads, and check every answer before it reaches a customer.
How does a support specialist work with our engineering team?
Through your tracker. Your Linker files bug reports in Jira or Linear, follows them until they are fixed and tells the customer when they are, and tags every ticket so your product team can see what customers struggle with. Engineering gets fewer interruptions and better reports.
How is this different from hiring a virtual assistant?
You get one dedicated person who handles your work on your hours, inside your software, and a Neon Link manager runs the account: pay, equipment, replacement if it comes to that, and a phone that gets answered. You never run offshore payroll or manage a freelancer alone. It is not a shared pool, a ticket queue or a 24/7 answering line.
How fast can someone start?
We start recruiting when you say go. You interview the finalist before anyone starts, and the start date is set with you once you pick the person. We would rather take the time to find the right fit than hand you whoever is free.
What if the person is not the right fit?
If the fit is wrong in the first 60 days, we swap them at no cost. After that, if they leave, we recruit the replacement at no charge and manage the handover. Training on your process runs at the normal monthly rate.
Do we have to sign a long contract?
No. Month to month is available on every plan. The 6-month plan trades a longer commitment for a lower monthly rate. A written quote at the published rate is held for 30 days.
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Software names on this page are trademarks of their owners. Neon Link is not affiliated with or endorsed by them.
1 US computer user support specialist, fully loaded: ~$7,370/mo How we calculate this
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