Why we founded SuperSupport.ai

Friday, 5:02 PM. The printer won't print.

The ticket comes in before you can even put on your jacket. "Printer not printing. URGENT please." Priority: High. Of course.

You already know what happened. You know it before you even open the ticket. Print spooler is stuck. Or the driver gave up after the last Windows update. Or, my personal favorite, someone set the printer to "Offline" and is now wondering why nothing comes out.

This isn't an edge case. This is Friday. Every week. For years.

I'm Timo, CPO of SuperSupport.ai. And this article is the story of how my brother Nico and I went from exactly these kinds of Fridays to building a product that frees IT teams from this madness.

Two brothers, one drive

Nico and I, we grew up as brothers but didn't actually have much to do with each other. Different friend groups, different worlds. Nico is the impulsive doer. IT technician, hits send before he thinks too much. I'm the perfectionist. I come from graphic design, think in visuals, sometimes take too long on details.

The honest punchline: We're both usually right. That's actually the whole secret.

The dinner that changed everything

When I turned 18, Nico took me to the Chinese restaurant around the corner. He was already self-employed by then, had built everything on his own. That evening, he told me what he'd learned, what he regretted, what he'd do exactly the same way again.

I'd always had the thought in the back of my mind, build something of my own. Nico confirmed it that evening.

Three weeks later, I had my first company. My mother was shocked. She'd had bad experiences with self-employment herself. But I was determined: Never get on the hamster wheel. Full control and responsibility over my own decisions.

MoreBit: The foundation everything stands on

Together we built MoreBit Technologies, a Managed Service Provider for IT. About 16 people, clients ranging from 10 to over 1,000 employees. We manage everything: infrastructure, security, compliance, the complete IT operation.

And that means: We see every day what happens in real IT departments.

The daily reality nobody shows at conferences

Every morning, the same picture in the ticket system:

• "VPN won't connect": Certificate expired.
• "Outlook won't sync": Cache full.
• "Can't log in": Password expired, it even says so in the error message.
• "Printer won't print", you know the drill.

Eight out of ten tickets are repeats. Same problems, same solutions, same copy-paste instructions that nobody reads anyway. And at the end of the day? Your IT team spent eight hours on Tier-1 and zero minutes on the infrastructure project that's been waiting for three months.

This isn't a bad day. This is the default state.

The moment it clicked

We've been working with AI since 2019. Not since ChatGPT, since 2019. Back then, nobody was talking about it, and honestly, a lot of people thought we were crazy.

But we saw early on what was possible. And at some point, in the middle of one of those endless ticket days, Nico said: "Why are we still doing this manually?"

Beta

IT support that fixes itself.

supersupport.ai handles your 1st-level support fully automatically. Secure your spot on the waitlist now.

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The numbers were there: 94% of German mid-market companies have no operational AI in place. 80% of all IT tickets are repetitive. The solutions are known. The steps are documented. Yet for every single one of these tickets, a human sits there manually restarting a print spooler.

This isn't a technology problem. This is an automation problem.

What we built and why it's different

SuperSupport.ai is not another assistant that formulates friendly answers and then says: "Please contact your IT administrator."

SuperSupport.ai is a platform with an AI agent that actually acts. Directly on the device.

Shell access instead of canned responses

Our AI agent can execute shell scripts on macOS, Windows, and Linux. Restart the print spooler? Does it itself. Check VPN configuration? Does it itself. Flush DNS cache, reload drivers, clear cache? All directly on the endpoint.

That's the fundamental difference. There are plenty of tools that tell you what the problem might be. SuperSupport.ai solves it. On average in under 60 seconds.

Where it lives

Right on the device, via the chat app on the PC, through Microsoft Teams, or remotely via the admin dashboard. No new tool your employees need to learn first. Someone writes "My printer isn't working" and the AI agent takes over. Diagnosis, solution, done. IT admins can start a remote chat through the dashboard at any time to access the device directly for more complex cases. And if it needs to be escalated, that happens automatically to 2nd-level, including all diagnostic data.

Built for Europe

And this is where it gets uncomfortable for many US products: We're GDPR-compliant by design. EU hosting. Audit logs for every action. NIS2 and DORA-ready. Self-hosted option for companies that need their data in their own data center.

No US competitor has this combination: Desktop agent with real endpoint access, GDPR/NIS2/DORA-native, self-hosted option and pricing that works for mid-market companies, not just Fortune 500 corporations.

We didn't build SuperSupport.ai because the market told us to. We built it because as an MSP, we needed it every single day. And because after six years of MoreBit, we knew exactly what works and what doesn't.

What comes next

SuperSupport.ai is currently in closed beta. We're testing with real IT teams that have real tickets, no lab environments, no demos with pre-prepared scenarios.

The waitlist is open. If you lead an IT team and want to know what it feels like when 80% of your Tier-1 tickets get resolved in under 60 seconds, without a human touching them, sign up.

A personal note

Nico and I argue every day. Loud, intense, sometimes absurd. We have a running joke: "If everything runs smoothly for three days, something's off. Some shit is about to hit the fan."

But that friction is exactly what makes us strong as a team. Nico says "Good enough, ship it": I say "Give me five more minutes." And in the end, we build a product that gets to market fast enough to be relevant, and thought-through enough to actually work.

SuperSupport.ai wasn't born in a co-working space. It grew inside real IT departments, from real problems that we solved ourselves, thousands of times, manually, before we decided enough is enough.

Enough is enough.

Beta

IT support that fixes itself.

supersupport.ai handles your 1st-level support fully automatically. Secure your spot on the waitlist now.

Join the Waitlist