Often refered to as Level 3 or Tier 3 Support,  this is the highest level of support in a three-tiered technical support model responsible for handling the most difficult or advanced problems internally. These individuals are experts in their fields and are responsible for not only assisting both Tier I and Tier II personnel, but with the research and development of solutions to new or unknown issues.

If it is at all possible, the technician will work to solve the problem with the customer as it may become apparent that the Tier I and/or Tier II technicians simply failed to discover the proper solution. Upon encountering new problems, however, Tier III personnel must first determine whether or not to solve the problem and may require the customer’s contact information so that the technician can have adequate time to troubleshoot the issue and find a solution.

In some instances, an issue may be so problematic to the point where the product cannot be salvaged and must be replaced. Such extreme problems are also sent to the original developers for in-depth analysis. If it is determined that a problem can be solved, this group is responsible for designing and developing one or more courses of action, evaluating each of these courses in a test case environment, and implementing the best solution to the problem.