Support Lab offers support engineering leaders a structured system for onboarding, training, and assessing their current and future team.
Enterprise pricing on request.
Measured outcomes
2 weeks
Average time to first independent ticket
vs 2 months of onboarding
40%
Reduction in escalation
vs Technically weaker teams
3 sessions
Average to identify skill gap
vs 2–3 months via shadowing
Platform features
Assign a specific sequence of problems, simulations, and courses to every new hire. They follow a defined path, you see exactly where they are. No more "ask someone" onboarding.
Generate an invite link for a candidate. They complete a realistic assessment - not a quiz. You get a report showing their diagnostic approach, response quality, and comparison to your team average.
See every team member's progress, skill gaps, and activity at a glance. Weekly digests land in your inbox automatically. No manual tracking sheets.
Assign any problem, simulation, or course module directly to a specific person with a due date and priority. They receive an in-app notification immediately. You see when it's completed.
Every simulation session evaluates empathy, technical accuracy, and clarity. Managers see trend lines per engineer - who is improving their communication, who needs coaching.
Enterprise plan includes SAML SSO for seamless provisioning. We can build custom sandbox scenarios using your actual product's API, error responses, and real support scenarios.
An LMS is a content library. Support Lab is a practice environment. Your engineers can watch videos and read articles in your LMS - they come here to actually do the work. The two are complementary, not competing.
First team of 5 can be onboarded in under an hour: create org, send invite links, assign an onboarding path. Ongoing admin is minimal - assignments are automated, progress tracking is automatic.
Yes, on the Enterprise plan. We build custom sandbox scenarios using your product's actual API, your real error responses, and scenarios drawn from your highest-volume support tickets. It takes 2–3 weeks to set up.
We typically respond within one business day. Bring your team size, current onboarding process, and any specific scenarios you need covered.