Engagement manager (1)
Accountable for the engagement; attends reviews; owns invoicing and change control
Minimum requirements: ≥5 years managing technical support or customer success operations for software
The Bench
Every engineer ships an application on your platform before answering a ticket.
Who they are, how they are certified, how squads are structured, and how they are secured.
- Team lead plus five certified engineers per squad
- Certified bench of at least 10% of rostered engineers
- Capacity increased within 15 days of a 30–60 day forecast
- Managed devices with full-disk encryption
Squad structure
Baseline from day 10: two squads, one per shift.
5 + 1
Certified engineers plus a team lead, per squad
10%
Certified bench of rostered engineers, at all times
15 days
Capacity increase after a 30–60 day forecast
1 in 6
Applicants who complete certification
Why this exists
The problem
Outsourced support has two failure modes: the call centre that escalates everything and the gig marketplace nobody has vetted.
Both put uncertified people in front of customers and unvetted people in front of customer data. For an AI product, neither is acceptable.
The Bench
Who they are
Engineers who can read generated code, understand an integration, and reach a working result inside the platform — then explain it to someone who cannot.
Business-level English on every shift; Hindi on the India shift; other languages by shift. Roughly one in six applicants complete certification.
Roles
Squad structure
Baseline from day 10: two squads, one per shift. Capacity increased within 15 days of a 30–60 day forecast. A certified bench of at least 10% of rostered engineers is maintained at all times.
Team lead (1 per squad)
Trains and certifies engineers; supervises the squad; manages roster, SLA compliance and escalations; owns squad KPIs
Minimum requirements: Trained by you; can build and deploy a working application on your platform unaided; prior supervisory experience
Certified support engineer (5 per squad)
Delivers Support and 02 Success
Minimum requirements: Current certification
Data, solutions and QA squads
Deliver 03, 04 and 05
Minimum requirements: Current certification plus line-specific assessment
How they qualify
Certification path
01Curriculum
Delivered by the team lead using your materials and sandboxes. You may attend, audit or repeat any session.
02Hands-on assessment
Build, connect, deploy and attach a custom domain to a working application on your platform; correctly classify a sample set of automated diagnoses; pass at the mark you set.
03Supervised cases
Ten, each reviewed by the team lead.
04Live
Certification lapses after 30 consecutive days without a shift and is renewed before return; recertification after any release you designate; you may withdraw any individual's certification and we replace within 5 business days.
How they are secured
Security posture
Identity and background checks appropriate to jurisdiction before access; evidence retained for your inspection.
Confidentiality, IP assignment and acceptable-use undertakings signed before access.
Named accounts only; no shared logins; monthly access review; leavers reported within 4 hours.
Managed devices with full-disk encryption, endpoint protection, automatic screen lock and remote wipe.
Private workspaces; no screenshots, downloads or storage of customer material outside your tooling; sessions recorded only through approved tooling with consent.
Quarterly compliance attestation; audit on 10 days' notice.
No subcontractors or gig platforms without your written approval; every individual certified regardless; we remain fully liable.
Changes to customer applications only through your tooling, attributable to a named engineer and reversible.
Capacity planner
Capacity planner
Enter your numbers to size the squads, the bench and the go-live date.
We audited on ten days' notice. Devices, access logs, attestations — all there.
Inputs
Typical ticket volume at this customer count: 8,000 per month.
Drives proactive engagement volume under 02 Success.
Three or more shifts is a Follow-the-Sun configuration.
Outputs
Squads required
2 team leads, 10 certified engineers
2
Bench size
At least 10% of rostered engineers
1
Estimated go-live
Day 10
Reference retainer
Base capacity only; variable fees are separate
$75,000/mo
Estimate only. The operating plan is definitive and free.
Request the operating plan with these numbersFAQs on the bench
FAQ
Shifts are staffed from jurisdictions disclosed in the Trust Centre; none added without 30 days' notice and your approval.
Team leads and engagement managers, yes. Engineers are certified against your assessment; you may withdraw any certification.
Yes, on a fee of 10% of annual remuneration, falling to nil after 12 months on your engagement.
Access removed and reported within 4 hours; replacement from the bench.
No commitment either way
Request the operating plan
Our engineers, their certification path, squad structure and security posture.