{"id":95195,"title":"Telemetron: The Support Platform that Understands Hardware","tagline":"Product Support, Troubleshooting, and Debugging for Hardware Companies","body":"![uploaded image](/media/?type=post\u0026id=95195\u0026key=user_uploads/1382504/8e149fc6-6d08-468e-9867-3f7e72a234c9)\n\n### The Team:\n\n![uploaded image](/media/?type=post\u0026id=95195\u0026key=user_uploads/1382504/e6ac658e-26f8-4e6f-959c-5af6bd9b7c6c)\n\nShivani and Hamza worked together at SpaceX on the Starlink Software team. \\\n\\\n**Shivani:** \\\nShivani was the first software engineer on the Starlink customer support team. She built all the AI support software tooling from scratch as a solo-engineer. She built the Starlink app/web chatbots, an AI copilot for internal teams and support agents, a telemetry enabled root causing system, and much more! She helped take AI automation at Starlink from 0 to 70%. \\\n\\\n**Hamza:** \\\nHamza built internal tooling to manage Starlink’s multi-billion dollar ecommerce flow and solved global customer issues. He built the internal localization framework, payments infrastructure, SEO, content management, and much more\n\n### The Problem:\n\nFor hardware products, post-sales support is more than just replying to emails and working tickets. **50-80% of customer issues are tightly coupled with what is happening on devices.** Resolutions require in person service, warranty checks, returns \u0026 replacements (RMAs), video calls, and root-causing defective hardware.\n\nAt SpaceX, we evaluated over 20 customer support companies and ended up needing to build our own.  When talking to other hardware companies, we found every hardware company faces the same problem.\n\n1. **Support agents aren’t technical enough to troubleshoot.** _Companies have to provide extensive training to prevent escalations to software / hardware teams_\n2. **Legacy support software like Zendesk / Intercom are built for b2b SAAS.** _Hardware companies are forced to build software tools from scratch_\n\n### The Solution:\n\n# Telemetron: End-To-End Support Platform for Hardware Companies. We handle product support, troubleshooting, field service management, and more.\n\n\\\nhttps://youtu.be/817uAVqoOWY\n\n![uploaded image](/media/?type=post\u0026id=95195\u0026key=user_uploads/1382504/5aeda9dc-ee66-4b9e-853d-d7d9be0f83b2)\n\n**Internal Agent Copilot:** \\\nIntegrations to connect your AI agent to your device telemetry, 3PL systems, ecommerce flows, and everything else needed to run a hardware company post-sales. Our agents are built to process and debug complex hardware data and docs.\n\n![uploaded image](/media/?type=post\u0026id=95195\u0026key=user_uploads/1382504/0c96b639-b1db-49e1-b7e2-2598249f587e)\n\n\\\n**Modern, Hardware-Friendly Customer Help Center + Chat:** \\\nHelp Center and AI Chatbot that’s built for hardware. AI Agents that understand firmware revisions, product manuals, design docs. Easy to add pictures and videos for setup guides, troubleshooting docs, and product manuals\n\n![uploaded image](/media/?type=post\u0026id=95195\u0026key=user_uploads/1382504/136d1d3f-24f1-4373-bac3-c22b071ca3a1)\n\n**And so much more!**\n\n* Field Service Management: Software tools for technicians providing in person support for hardware devices\n* Warranty Eligibility and Management software\n* RMA Eligibility and Management\n* Hardware evaluations Post-RMA\n* Omni-channel support (phone, email, text with i-Message, video calls)\n\n### Let's Talk!!\n\nIf you’re building hardware products, let’s talk! Feel free to book a demo [here](https://calendar.app.google/AHhzPK3LRhwZFBHC6)\n\nIf you have hardware products you love, but the customer support sucks, tell us about it [founders@telemetron.ai](mailto:founders@telemetron.ai)\\\n\\\nhttps://youtu.be/9Om9a2DVN6Q","slug":"OlP-telemetron-the-support-platform-that-understands-hardware","created_at":"2025-11-05T17:41:45.019Z","updated_at":"2026-09-19T09:07:25.404Z","total_vote_count":193,"url":"https://www.ycombinator.com/launches/OlP-telemetron-the-support-platform-that-understands-hardware","share_image_url":"https://www.ycombinator.com/media/?type=post\u0026id=95195\u0026key=user_uploads/1382504/8e149fc6-6d08-468e-9867-3f7e72a234c9","company":{"id":30983,"name":"Layers","slug":"layers","url":"https://www.layers.bio/","logo":"https://bookface-images.s3.amazonaws.com/small_logos/0392f6cc4b38e3757dfde807152e63044285166f.png","batch":"Fall 2025","industry":"Healthcare","tags":["Artificial Intelligence","Consumer Health Services","Health Tech","Beauty","Health \u0026 Wellness"],"search_path":"https://bookface.ycombinator.com/company/30983"}}