The Support Squad are a team of audio professionals who offer technical services to pro audio manufacturers and developers. Formed in early 2023, the company primarily offered beta testing and customer support services to small developers operating without their own dedicated teams, but have quickly expanded, and now offer a much wider range of operational and technical support services.
In addition to assisting companies with pre-release quality control, testing and certification of new products, they are also able to provide technical writing services to facilitate the creation of user manuals, as well as resources such as FAQ and knowledgebase articles. They have in-depth knowledge of both hardware and software products, and cover all major DAWs, platforms and OS variants. The services can also extend beyond the completion and release of products, with the company offering ongoing after-sales customer support contracts.
"Working with The Support Squad was truly delightful. From the beginning to the end, they displayed thoroughness and maintained constant communication with me throughout the process. In addition to their professionalism, they delivered high-quality work precisely when I needed it the most." - Adam Staffero, Steven Slate Audio
The company’s founder, Karen Down, has a wealth of experience in providing technical support within the pro audio industry, having began her career as an assistant engineer at a small recording studio in West London before taking on roles at some of the biggest studios of the day: Advision and Whitfield Street. She then spent 25 years providing operational and technical training in Solid State Logic’s Support Department, garnering a reputation for her supportive and knowledgeable approach to solving clients' issues.
“Karen’s knowledge and experience allow her to tackle everything from group training to solving technical issues in high-pressure situations, while her people skills and emotional intelligence enable her to build great client relationships and made her the ‘go to’ person for some of the biggest names in the industry when they needed help. A great asset to any business.” - Chris Jowett, Operations Director, Origin Effects
It’s not just a manufacturer or developer’s products that can benefit, either: The Support Squad are now offering a range of one-day team building workshops that focus on goals such as creating successful customer support teams through process optimisation, promoting team health and how to build customer support provisions into new businesses.
They also provide consultation and project management for those designing, building and upgrading studio facilities.
“I thoroughly enjoyed working with Karen. In 16 years working together she has always been calm, knowledgeable and most importantly available whenever disaster struck. Professional and very good with process and detail, I hope to work with her again in the future. Well recommended.” - James Motley, Senior Vice President, International Sales, Solid State Logic
All over the projects undertaken by The Support Squad are subject to a bespoke package which is created based on a client's specific requirements. They also offer a free, no-obligation call to discuss a company’s needs and generate a costed plan. More information about The Support Squad and the range of services they offer can be found on their website.
