Role-specific. Annual pricing. Anyone on the team can ping it.
A custom-built AI support engineer that lives in your team's Slack. Triages tickets, drafts replies, debugs against your stack, and writes the postmortem when things break. Trained on your product, your runbooks, and your tone.
The recurring support work that burns your on-call engineers, handled.
Reads tickets in your helpdesk, classifies severity, tags by product area, and routes to the right channel.
Writes the first draft of the response in your tone, with the right runbook steps, ready for your engineer to review and send.
Checks logs, error rates, and recent deploys to identify likely causes before a human pages on.
Knows your changelog, runbooks, and how the same issue was handled three months ago.
Pings when error patterns suggest a real incident. Drafts a status page update if needed.
Pulls the timeline from Slack, ticket history, and deploys into a draft postmortem within an hour of resolution.
A Support Engineer fellow is not a chatbot with a help-desk prompt. It is custom-built around your product. We start by scoping the role with you — your architecture, your error patterns, your runbooks, your helpdesk setup, your product surface, and your tone of voice.
By the time Patch joins your Slack, it knows the difference between a transient 502 that resolves itself and one that correlates with a deploy. It knows which customers are on which plan and how that affects their error surface. It knows your product well enough to debug before paging.
The generalist AI regurgitates your docs. Patch debugs your stack, triages your tickets, and writes the postmortem your team never has time to finish.
The generalist regurgitates. The fellow debugs.
Deep, role-specific integrations. Not 3,000 shallow ones.
Helpdesk
Engineering
Observability
Communication
Status Pages
Docs / Runbooks
Deploy
Need a tool not listed? Tell us during scoping. Most engineering and helpdesk tools are scoped into the fellow build.
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Decagon, Sierra, and Intercom Fin are customer-facing — they talk directly to your users and resolve tickets end-to-end. That is a different product for a different buyer.
A Support Engineer fellow is team-facing. It lives in your Slack, helps your engineers triage faster, drafts replies for human review, and catches incidents before they become outages. Your team still owns the customer conversation.
If you want AI talking to your customers, look at Decagon or Fin. If you want AI helping your support team work faster, Patch is the answer.
Each Support Engineer fellow is on a custom annual plan based on the scope of your product and support volume. We scope pricing during your setup call. No per-ticket charges. No credit meters. Your whole team uses the fellow for one predictable annual price.
Get pricing for a Support Engineer fellowNo. The fellow handles triage, drafts, and pattern detection. Your human engineers stay on actual debugging, customer relationships, and judgment calls. Most teams use the fellow to give their on-call engineers a sharper first responder.
Not by default. The fellow drafts replies for engineer review. We can configure auto-send for narrow categories (acknowledgements, known-issue replies) once your team trusts the patterns.
Yes. The fellow can fire alerts when patterns suggest an incident — error spikes, deploy correlations, tickets indicating outage. We tune sensitivity during scoping so it pages on real signals, not noise.
Tell us during scoping. Most support and observability tools can be integrated into the fellow build.
Tell us about your product. We will scope the fellow and have it in your Slack in about a week.