Dedicated Team For a Global Analytics and Data Management Solutions Provider

Unlocking value and advantage through access to the brightest nearshore talent.

Overview

A San Francisco-based scale-up in global analytics needed a 24/7 support model to serve their growing international client base. They sought a European team to manage client interactions during regional business hours, equipped with expertise in Linux, AWS, Docker, and Kubernetes, as well as strong client-facing skills. We partnered with them to build and train this specialized team, ensuring seamless, round-the-clock support. Over time, our role expanded to include administrative and back-office support, further streamlining their operations. This partnership enabled the client to scale global support efficiently, maintaining high service standards as they grew.

The Challenge

A fast-growing San Francisco-based scale-up, offering advanced analytics and data management solutions worldwide, faced the challenge of delivering continuous 24/7 customer support in alignment with their “follow the sun” model. As their client base expanded internationally, it became essential to establish a dedicated European team to manage client interactions during European business hours.

In addition, the company required highly specialized support engineers with deep technical expertise in their proprietary platform as well as proficiency in Linux, virtual machines (VMs), AWS, Docker, and Kubernetes. Beyond technical qualifications, this team needed strong client-facing skills, availability for weekend on-call shifts, and the ability to uphold high service standards consistent with the company’s global reputation.

Our Solution

The client selected our team as their strategic European partner to build a specialized application support team. We collaborated closely with them to gain a comprehensive understanding of their platform and business needs, allowing us to identify, recruit, and train engineers with the precise technical skills required. Our engineers were equipped with expertise in:

Linux
Virtual Machines (VMs)
AWS (Amazon Web Services)
Docker
Kubernetes
In-depth knowledge of the client’s proprietary platform

In addition to technical proficiency, we ensured that the team was client-oriented and capable of providing efficient, personalized support during European business hours. Our team also covered weekend on-call duties, guaranteeing a seamless 24/7 support cycle. As our relationship with the client deepened, we expanded our services beyond technical support to include administrative and back-office support, streamlining their internal processes and enhancing operational efficiency.

The Results

Our collaboration enabled the client to establish a reliable, highly skilled European support team that not only met technical and operational standards but also reinforced their global support structure. Key benefits included:

A seamless 24/7 “follow the sun” support model, ensuring dedicated coverage for European clients with consistent weekend on-call support.

A trained, client-oriented team that delivers technical expertise alongside personalized, high-quality service.

An expanded partnership that now includes administrative and internal back-office support, further improving the client’s operational effectiveness.

A strong, ongoing relationship that has empowered the client to scale their support operations globally without compromising service quality.

As our partnership evolves, we continue to support the client’s growth by ensuring they have the robust infrastructure needed to scale their global operations effectively.