[CASE STUDY]
Stabilizing enterprise SaaS support with an L2/L3 Engineer. Real Ownership.
Sourcing Value needed to protect SLAs and customer trust while the core team stayed focused on building. The risk wasn't “finding a developer.” It was keeping the frontline from draining the company.
[CASE STUDY]
Stabilizing enterprise SaaS support with an L2/L3 Engineer. Real Ownership.
Sourcing Value needed to protect SLAs and customer trust while the core team stayed focused on building. The risk wasn't “finding a developer.” It was keeping the frontline from draining the company.
The Context
- • Company: Sourcing Value (Applied Value Group)
- • Type: B2B SaaS in raw materials procurement
- • Stage: Growing, serving enterprise customers
- • Role: Full-time Application Support Engineering (L2/L3)
- • Why it mattered: Customer-facing operations had to stay reliable without pulling the core team into constant firefighting
COMPANY
B2B SaaS in raw materials procurement
ROLE PLACED
Application Support Engineering
COMPANY
B2B SaaS in raw materials procurement
ROLE PLACED
Application Support Engineering
The Real Problem
This wasn’t a hiring problem. It was an ownership problem.
They needed a technical profile who could also communicate clearly with customers, someone to take the frontline: L2/L3 support, bugs, and escalations. Without that, the load kept spilling into the core team: more interruptions, less focus, and steady founder-level stress.
Hiring was the symptom. Continuity and calm operations were the real need.
The Risk
If they didn't fix it, two things would happen fast:
Commercial risk
Enterprise customers lose confidence when support and escalations feel inconsistent.
Operational risk
The core team gets trapped in incidents and bugs, losing predictability and momentum.
They needed a solution now. But not one that created more chaos or took months to ramp.
What Braintly Did Differently
We didn't just “send candidates.” We clarified the real role first.
Applied judgment: What looked like “support” was actually closer to Technical Support with an SRE-ish mindset, covering L2/L3 ownership, prioritization, and incident-style thinking
A real SA process (condensed):
Intake focused on what was breaking
Support + bugs + SLAs
Filtering for capabilities
Ownership mindset, not titles
Shortlist, interviews, and fast onboarding
End-to-end process, condensed for speed
Ongoing support
We stayed close during ramp-up to reduce risk and make sure the role landed correctly
This is where Staff Augmentation stops being body leasing: the role fits the reality, not the job title.
The Talent in Action
Cristian joined full-time as Application Support Engineering and owned:
L2/L3 technical support
Customer-facing escalations
Bugs and frontline coordination
A MEANINGFUL EDGE
Cristian's background as a physician brought unusually strong soft skills for a technical role; especially under stress and in customer conversations. The job wasn't just resolving issues. It was resolving them without damaging trust.
Results
Critical role filled in 45 days
Reached autonomy in ~3 weeks
A full-time L2/L3 owner in place, keeping the frontline from consuming the core team
Reported cost advantage vs local hiring: ~70% (kept as an order-of-magnitude)
Less context switching for the core team
More predictable delivery and releases
Smoother onboarding experience (less friction around operations and support)
Lower stress once "the trench" had a clear owner
What They Say
"Once the frontline had a real owner, the noise dropped. Support became a system instead of a shared anxiety."
Who is this for
B2B SaaS teams with enterprise customers where support, escalations, and bugs are draining the core teamCompanies that need L2/L3 ownership (technical support, incident-style thinking, customer communication)Founders who want reduced risk and steady operations, not just "more hands"Related Cases
If your core team is stuck in the trench, we can help you define the real role and place someone who owns it. Fast.
If your core team is stuck in the trench, we can help you define the real role and place someone who owns it. Fast.
Talk to us.
BOOK A CALL