Technical Expertise

Support & Operations

Operations and support are where product quality is proved in production. Pears support and operations engineers keep your systems running and your customers unblocked — with the technical depth to diagnose root causes, not just escalate tickets.

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Our Stack

Technologies & Tools

Tier 1–3 Technical Support Incident Management Runbook Authoring SRE Practices SLA Management On-Call Operations Monitoring & Alerting Prometheus Grafana PagerDuty OpsGenie Log Management Splunk Elastic Stack Datadog Database Administration MySQL PostgreSQL MongoDB Linux Administration Bash Scripting Python Scripting Zendesk Freshdesk Jira Service Management
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How We Engage

Technical Support

24/7 dedicated support engineers trained on your product with SLA-backed response.

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DevOps & DevSecOps

Platform and pipeline engineering that makes operations smoother.

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Cloud Engineering

Cloud infrastructure built and operated by the same engineering team.

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Common Questions

How do you handle escalations to product engineering?
We define clear escalation paths during onboarding — typically Slack channels with defined SLAs for engineering response. Our support engineers are trained to provide sufficient diagnostic context so your engineers spend minutes, not hours, resolving escalations.
Can you provide SRE (Site Reliability Engineering) capability?
Yes. Pears SREs can embed in your platform team to define and track SLOs, reduce toil, and drive reliability improvements. This is distinct from L1/L2 support — SRE is an engineering discipline aimed at long-term reliability improvement.

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