Episode Summary
Syncro is a unified IT management and security platform built for MSPs and IT teams, and few Partners know its range better than BullerTech. In this Partner Spotlight, Joel Burgess, CEO and co-founder of BullerTech, shares how his Seattle-based MSP has grown alongside Syncro over the past seven years. BullerTech has been in business for 20 years with a simple goal: help small businesses chase their dreams without worrying about the technology behind them. Joel found Syncro early, through Pax8, and the two companies have grown up together ever since.
Joel walks through what that growth has looked like day to day. BullerTech used to run on email, an Excel sheet, and QuickBooks. Today the team runs on one connected system, where client information, processes, and institutional knowledge all live in one place. That shift means a technician can step away and the work keeps moving, because nothing is trapped in a single person’s inbox. Joel also digs into how BullerTech uses Syncro’s scripting library and open API to pull data from any machine, automate remediation, and tie a best-of-breed stack of security, compliance, backup, and reporting tools together.
Looking ahead, Joel is watching Syncro’s push into AI closely, and he likes what he sees. New AI ticket summaries are already cutting 10 or 15 minutes out of every escalation, and native MCP servers are on the way. What stands out most to him, though, is that Syncro is holding onto the human element as it adds automation. He can still pick up the phone and reach a person, and that, he says, is what trust in this business is built on.
Guest-at-a-Glance
💡 Name: Joel Burgess
💡 What they do: CEO and Co-Founder
💡 Company: BullerTech
💡 Noteworthy: Joel co-founded BullerTech in Seattle 20 years ago and has been a Syncro Partner for seven years, building an MSP that helps small businesses grow without getting slowed down by their technology.
💡 Where to find them: LinkedIn | BullerTech Website
Key Insights
Get Up and Running Fast, Then Scale Without Starting Over
For a new MSP, time to value is everything, and it’s where Joel says Syncro stands apart. There’s no $10k implementation and no three-month setup before the first ticket. Teams get working right away, then grow into the platform instead of outgrowing it.
“Syncro is a fantastic platform to get MSPs up and running. Out of the box, it cannot be beat by any other tool.”
Joel Burgess, CEO and Co-Founder, BullerTech
That runway matters over the long haul. Seven years in, BullerTech is tackling bigger, more complex problems than it was on day one, and Joel sees Syncro maturing right alongside his business, putting more focus on the needs of larger MSPs. The result is a platform that fits a two-person shop and a scaling operation, without forcing a rip-and-replace in between.
Automation and Open APIs Turn Syncro Into the Glue of Your Stack
BullerTech leans on Syncro’s scripting library to pull whatever it needs off a machine and act on it fast. A script might collect recent event logs, drop them into a custom asset field, then trigger automated remediation based on what it finds. That turns raw data into resolved issues with very little overhead, and it’s the kind of automation that lets a lean team punch well above its weight.
“Syncro’s API acts as the glue between all the rest of our products. Syncro is where all of our important information gets integrated, transformed, and utilized to a greater extent.”
Joel Burgess, CEO and Co-Founder, BullerTech
The bigger unlock is the open API. BullerTech runs security, compliance, reporting, and backup tools, and Syncro is where all of it comes together. Joel is quick to point out that this works precisely because Syncro didn’t try to be everything: “I actually appreciate that Syncro never tried to be that single pane of glass. They tried to do their thing well, allowing you to pick best-of-breed products and just integrate them.”
AI That Speeds Up Work While Keeping People in Control
Syncro’s newest AI features are already paying off. BullerTech is using AI ticket summaries to make escalations faster and handoffs cleaner. Native MCP servers are next, which will let Partners plug Syncro into AI workflows without building and supporting that layer themselves.
“The ticket summary now has quick, digestible information that tells us whether I’m the right resource to escalate to or if I need to have a quick huddle with my team. We’re saving 10 or 15 minutes per ticket from that intelligence alone.”
Joel Burgess, CEO and Co-Founder, BullerTech
What Joel values most is the philosophy behind the features. “The most important thing is knowing when the human element should be utilized and when a bot should be. Syncro seems to be asking the right questions: what to automate, when to bring a human in, what to escalate. That’s what keeps humans in the final decision.” For BullerTech, good AI isn’t about removing people. It’s about giving them better information and more time.
Partner Takeaways
The Human Element Still Matters in an AI-First World
As IT platforms race to automate, Joel is watching to see who keeps people in the loop, and he says Syncro is doing exactly that. In practice, that means he can still pick up the phone and reach a real person, he has an account manager who listens, and he gets a biweekly call with a Syncro executive to make sure his voice is heard. For an owner betting his business on a platform, that access is worth as much as any feature.
“Syncro is really trying to hold onto that important human element as we all figure out how to bring AI into the picture.”
Joel Burgess, CEO and Co-Founder, BullerTech
Trust Is the Foundation of Every MSP Relationship
Joel’s closing point cuts to the heart of the work: IT service providers run on trust. When a small business owner hands over the keys to their systems and data, they’re taking on real risk, and they need to know their provider will protect them. That trust only holds if it extends all the way down the chain, to the vendors and partners an MSP brings in. Choosing the right strategic partners, Joel says, is what lets BullerTech deliver on its mission, and helps its clients succeed as a result.
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Syncronized is the MSP podcast that drives MSP growth, from startup to scale-up. In each episode, we dive into the topics that matter most to IT providers, such as automation, AI, service delivery and profitability. Join us as we engage with experts and gain hands-on insights and practical advice you can directly apply to propel your business forward.
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