Boutique SaaS Support Consulting

Your support chaos
has a fix.
We build the system.

Early-stage SaaS startups deserve support infrastructure that scales with them — not duct-taped inboxes and founder-handled tickets. We design, build, and optimise the support stack so you can focus on growing your product.

Book a Free Audit Call See what we offer
5★
First 5 clients get
free onboarding
3+
Platforms we
specialise in
$0
Cost for your
first audit call
Audit complete — 5 gaps found
Sample Audit Scope
01
Ticket Flow Review
Audit current inbox, tools, volume & response times
02
Gap Analysis
Identify the top 5 broken or missing pieces
03
Quick Wins Doc
3 things you can fix yourself, immediately
04
30/60/90 Roadmap
Prioritised improvement plan delivered as a PDF
Flat FeeFixed scope · Fast delivery
5-day turnaround
Roadmap delivered in 5 days
Who We Are

A boutique firm built
for startup reality.

Satnivik Tech is a passionate, specialist consulting practice focused on one thing: solving the support infrastructure problem for early-stage SaaS startups. We're not a large agency juggling a hundred clients. We are a small, dedicated team that embeds deeply in your context and builds support systems that actually work.

We've lived inside support operations at scale. We know what breaks, when it breaks, and how to prevent it. Whether you're at 10 customers or 1,000, we build the foundation that lets your support grow without collapsing.

Support InfrastructureSaaS Consulting Ticket TriageEscalation Frameworks Zendesk SetupFreshdesk Configuration Intercom WorkflowsSOP Design CSAT OptimisationSupport Audit Knowledge BaseFractional Support Lead
N
Niveda T S
Founder & Lead Consultant
Started as a Mobile Application Developer before transitioning into support engineering. Brings a rare combination of technical depth and customer empathy — having worked across Amazon, Trilogy, and Databox. Understands support not just as a function, but as a product that needs to be designed and maintained.
AmazonTrilogy DataboxMobile Dev Support Engineering
G
Ghiridhar S
Support Operations Analyst
An emerging support professional with Zendesk knowledge and SOC2 compliance awareness. Holds the Alison Customer Service Skills Certification (CPD Accredited) — covering professional communication, complaint handling, and customer interaction techniques for L1 support roles. Brings fresh rigour to client research, prospect outreach, and operations groundwork.
Zendesk AgentZendesk AI SOC2 AwareCPD Certified Client Research
Our Credentials

We know these tools.
Deeply.

Platform expertise, industry experience, and security awareness — the combination that makes our recommendations credible and our implementations reliable.

🏗️
Industry Experience
Hands-on support engineering experience at global companies including Amazon, Trilogy, and Databox — spanning enterprise SaaS, e-commerce, and developer tools. We've seen what works at scale and what collapses under pressure.
🛠️
Platform Certifications
Trained and certified across Zendesk, Freshdesk, and Intercom. We configure, optimise, and train your team on whichever platform fits your workflow and budget — from free open-source tools to enterprise helpdesks.
📚
Active Certifications
Our team holds and is actively completing: Alison Customer Service Skills Certification (CPD Accredited), Zendesk Administration, Freshdesk Implementation, Intercom Support Management, and the Scytale SOC2 Master Implementer Certification — keeping our practice current, credentialled, and security-aware.
🔒
SOC2-Aware Practice — Your Customer Data Is Safe With Us
Both members of our team are completing the Scytale SOC2 Master Implementer Certification — a comprehensive free crash course covering the full SOC2 compliance framework, trust service criteria, and audit preparation. We understand how customer data flows through support tooling, where it's stored, and how access should be controlled. For SaaS companies in fintech, healthtech, or any regulated space — this isn't an afterthought. It's built into how we work from day one.
What We Offer

Four ways we
can help you.

From a one-time audit to ongoing fractional advisory — we meet you where you are. Every engagement starts with understanding your context, not selling you a package.

01 🔍
Support Infrastructure Audit
A deep, structured review of your entire support setup — tools, workflows, ticket handling, response times, escalation paths, and team coverage. Delivered as a clean PDF report with a readout call.
  • Ticket flow & volume analysis
  • Top 5 gap identification
  • Immediate quick wins document
  • 30/60/90 day improvement roadmap
  • 1-hour readout call with Q&A
02 ⚙️
Implementation & Tooling Setup
We don't just recommend tools — we set them up. From Zendesk and Freshdesk to Intercom and open-source alternatives, we configure your helpdesk to match your actual workflow, not a default template.
  • Platform selection & setup
  • Ticket routing & automation rules
  • Canned responses & macros
  • Integration with existing tools
  • Agent onboarding & training
03 📋
Process Design & SOPs
Support without documentation is organised chaos. We create the runbooks, escalation frameworks, response templates, and SOPs your team needs to stay consistent at any volume.
  • Escalation path design
  • Response SOP library
  • Runbooks for common issues
  • Knowledge base structure
  • Handoff & shift coverage docs
04 🤝
Fractional Support Advisory
Not ready for a full-time support lead? We act as your fractional Head of Support — setting strategy, overseeing your team, and optimising operations as you scale. Priced to match your actual usage.
  • One free discovery audit call
  • One-time onboarding fee
  • Per-ticket / per-chat billing based on load
  • Monthly performance reviews
  • Scales up or down with your volume

🎉 First 5 clients get free onboarding. You only pay for your infrastructure — which we'll keep as lean as possible.

Limited spots available
How It Works

From first call to
running system.

A simple, transparent process. No surprises, no scope creep.

Free
📞
Discovery Call
30 minutes on Google Meet. We understand your setup, team size, and biggest pain points. No pitch — just questions.
🔍
Audit & Analysis
We go deep into your support stack. Tools, workflows, ticket data, team coverage — everything gets reviewed.
📄
Recommendations
A clean PDF report with gaps, quick wins, and a prioritised roadmap. Delivered in 5 days with a readout call included.
🚀
Implement & Scale
We execute the roadmap with you — or hand it off clearly if you'd rather run it yourself. Either way, you leave with a system.
Let's Talk

Ready to fix your
support operations?

Start with a free 30-minute discovery call — no commitment, no pitch. Just an honest conversation about where your support is today and what it could look like.

✉️
Send us an email
consult@satniviktech.com
📅
Book a call directly
Google Meet — 30 min

We respond to all enquiries within 1 business day.
First 5 clients receive free onboarding — spots are limited.