MELBOURNE, AUSTRALIA – 15 July 2025 – Support Fusion, an Australian startup founded by brothers Greg and Steve Rudakov, has officially launched with backing from global venture capital firm Antler. The company is building a smart integration platform for IT managed service providers (MSPs) and system integrators to close the ticketing gap with their enterprise customers. The platform begins with synchronised support tickets and will expand toward AI-enabled service delivery.
Support Fusion is tackling a long-standing issue in enterprise IT: the disconnect between customer and provider platforms. Historically, this gap has been patched with expensive, custom-built integrations or accepted as an unsolvable problem, relying on manual effort. By replicating support workflows without the overhead of code or scripting, Support Fusion lays the groundwork for a more connected, intelligent model of IT service delivery.
The platform connects IT ticketing systems like ServiceNow, Freshdesk and Jira with provider tools such as ConnectWise, Autotask and Halo – eliminating the need for duplicate ticket entry and manual management between parties. With four connectors live at launch and two more expected in August, the platform will cover systems used in 70% of managed services engagements.
The product was shaped through three months of intensive research and validation during Antler’s 13th residency, including conversations with over 50 MSPs, SIs and IT teams across Australia, New Zealand and the US. A clear pattern emerged: as enterprises increasingly co-manage IT delivery, service providers are forced to operate across multiple customer platforms - resulting in missed tickets, duplicated effort, and reporting blind spots.
“The world is racing to adopt AI, but there’s no intelligence without clean, connected data,” said Greg Rudakov, CEO. “Enterprises outsource IT for expertise and accountability - but when systems don’t talk, even top-tier providers can’t deliver the visibility or performance their clients expect.”
Greg has seen every angle of IT – from enterprise leadership roles at KPMG and Goldman Sachs to building SaaS platforms. He previously founded Devicedesk (later rebranded Knead), a platform that helped resellers and integrators automate hardware procurement. With Support Fusion, he’s solving a problem that’s long been ignored: there’s no integration platform purpose-built for IT service delivery. In co-managed environments, both sides need to stay in their own systems - for control, security, and efficiency – but fragmented platforms make that nearly impossible.
“This complexity has held back many providers, in particular MSPs, from pursuing enterprise work,” Greg added. “The expectations are too hard to manage when nothing connects.”
Now, AI is shifting the equation.
“We’re now able to apply intelligence to everyday service tasks – like triaging tickets, summarising notes, or flagging delivery issues,” said Greg. “But none of that works without a clean, connected foundation. That’s what we’re fixing first. Once the data flows, providers can reduce ticket handling time, track SLA performance in real time, automate client reporting, and surface upsell opportunities. It’s a shift from reactive support to proactive service intelligence – and it unlocks growth, margin, and confidence at every level of delivery.”
Steve Rudakov, CTO and former engineering leader at Motorola and Bosch, said “We’ve built Support Fusion to be simple enough for account teams to configure – no engineering required – but powerful enough to handle complex enterprise workflows and customised platforms. That flexibility is essential when you're supporting individual clients, each with their own systems and processes.”
The platform has already attracted early interest from a mix of industry heavyweights and rising stars, including New Charter Technologies, Systima, Generation-e, GET AI and Kavira IT. This blend of seasoned operators and next-gen innovators reflects a growing wave of IT service providers focused on smarter growth, deeper visibility, and service intelligence.
Michael Kron, Associate Partner at Antler: “Greg and Steve are ideal complements to drastically improve how MSPs manage enterprise service delivery. They’ve zeroed in on a major problem where there is strong market pull and provides a data advantage to launch products that improve MSP workflows for enterprise account management”
With M&A in the sector influencing strategy and tooling, and AI reshaping delivery expectations, Support Fusion aims to become the connective tissue of the managed IT ecosystem.