Enterprise Marketing Platform:
L2 & L3 Engineering Support
Expert Hours
Expert Team
Bug Backlog Reduction
Client Background
The client is a U.S.-based technology company that owns and operates a proprietary Marketing and Customer Engagement platform. The platform serves a large portfolio of B2B customers and supports business-critical marketing operations at scale. All product development, including architecture, implementation, and ongoing innovation, is performed in-house by the client’s engineering team. The system is continuously evolving to meet growing customer demands, introduce new capabilities, and maintain high standards of reliability and performance.
Success Metrics
Complex challenges require structured thinking. We turn fragmented inputs into clear, actionable direction.
Support Load Offloaded
Reduced Average Fix Cost per Issue
Feature Delivery Velocity
Bug Resolution Efficiency
Services used
Maintenance & Support
Software development
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Business Challenge
The client’s Marketing and Customer Engagement platform is a business-critical system serving a large B2B customer base.
Continuous feature development and rapid innovation are essential to remain competitive.
Slowed down feature delivery
The in-house engineering team is increasingly engaged in bug fixing and production support. Operational support tasks interrupt senior developers and slow feature delivery.
User Satisfaction Rate
A decline in user satisfaction scores or customer feedback metrics, reflecting unmet expectations in platform performance, reliability, or usability. In a highly competitive market, this increases the risk of customer leaving and negatively impacts brand reputation and long-term revenue growth.
Growing Technical Bebt
Unresolved defects, not updated dependencies risk long-term platform stability and security.
Case attributes
Partnership period
2025-ongoing
Team Composition
3 Developers inside 32 people Engineering team on client side
Location
USA
Technology
WordPress
Python
React
Django
flask
PostgreSQL
AWS
Platform
Web
The Solution
A dedicated Technical Support team was onboarded to operate alongside the client’s core engineering organization, taking ownership of L2-L3-level support, including code-level defect resolution and long-term fix implementation. The onboarding phase was completed within two weeks, during which the first seven production issues were successfully resolved, demonstrating immediate operational integration.
The engagement was built around established bug reporting and resolution procedures, allowing the support team to plug seamlessly into existing workflows. Complex fixes and refactoring decisions were handled through joint code reviews with the core engineering team, ensuring alignment with architectural standards and long-term maintainability.
The Result
Within the first month, the Technical Support team reached full operational capacity and began handling the bug backlog independently. The established processes and close collaboration with the core engineering team enabled rapid issue turnaround without disrupting ongoing feature development.
All bug fixes were reviewed and deployed to production after fast-track validation, typically by the next day or a day after, significantly improving platform stability and responsiveness to operational needs.
Value Delivered by devPulse
The Technical Support team reached full productivity within one month. From that point, the team independently handled the entire bug backlog without requiring continuous involvement from the core engineers.
Average bug resolution time decreased from 5–7 days to ≤2 days. Validated fixes were deployed to production on a next-day release cycle, significantly improving platform stability.
The outstanding bug backlog was reduced by approximately 50% within three months. As a result, a significant number of customer-reported issues were resolved, leading to a measurable improvement in overall customer satisfaction.
Over 70% of support and maintenance workload was offloaded from the core development team. This freed capacity increased feature delivery velocity by 20–30%, allowing the in-house team to focus on innovation and roadmap execution.
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