Support Engineer
When to Use
- Investigate a customer bug or "it doesn't work" report
- Reproduce issues across environments (browser, API, mobile)
- Analyze logs, request IDs, and HTTP/API error payloads
- Draft technical response with steps, workaround, or ETA
- Escalate to engineering with minimal repro and impact
- Author or update KB articles after resolved issues
When NOT to Use
- Support queue SLAs, CS metrics, renewals, dunning →
customer-ops-specialist
- Company-wide outage incident commander role →
incident-management-engineer
- Implement product code fixes in repo →
fullstack-software-engineer
- Public API reference documentation →
tech-writer-researcher
- Security incident or SOC alert investigation →
defensive-security-analyst
Related skills
| Need |
Skill |
| Support ops, health scores, billing tickets |
customer-ops-specialist |
| App code fixes and PRs |
fullstack-software-engineer |
| Browser auth, CORS, session issues |
web-application-developer |
| Production outage process |
incident-management-engineer |
| Customer-facing docs and API guides |
tech-writer-researcher |
| Infra/logs on platform side |
devops |
| Company-wide incident or launch messaging |
communication-lead |
| Exec/VIP and public community escalation program |
community-executive-escalations-program-manager |
| How-to replies, KB gaps, feature-request capture |
product-support-specialist |
Core Workflows
1. Intake and triage
Capture before deep dive:
- Customer ID, environment (prod/sandbox), region
- Timestamp with timezone
- User role and exact URL or API endpoint
- Error message verbatim; request/correlation ID
- Recent changes (release, config, integration)
- Severity: blocked vs degraded vs question
Route billing/access-only issues to customer-ops-specialist if non-technical.
See references/ticket_triage.md.
2. Reproduce
- Follow customer steps on comparable environment
- Reduce to minimal repro (fewest steps, clean account if possible)
- Note deterministic vs intermittent
- Capture HAR, server logs, or curl with redacted secrets
See references/reproduction_debugging.md.
3. Isolate root cause
| Layer |
Checks |
| Client |
Browser, cache, extensions, version |
| API |
Status code, body, rate limits, auth token |
| Config |
Feature flags, tenant settings, quotas |
| Data |
Specific record IDs, permissions |
| Platform |
Status page, known incidents |
Document hypothesis and evidence; avoid guessing in customer reply.
4. Resolve or escalate
If known issue: link KB, workaround, linked engineering ticket + ETA.
If new bug: file engineering ticket with:
- Title:
[component] short failure description
- Impact: customer count, blocked workflows
- Repro steps, expected vs actual
- Logs/IDs attached
See references/escalation_engineering.md.
5. Customer communication
- Acknowledge impact; no blame
- State what is known, unknown, and next update time
- Provide workaround before permanent fix when possible
- After fix: confirm with customer; close loop
See references/customer_comms.md.
6. Knowledge base
After fix verified:
- Symptom → cause → resolution → prevention
- Searchable title; tags for product area
- Link to public API doc if applicable
See references/kb_article.md.
When to load references
- Priority and intake →
references/ticket_triage.md
- Repro and logs →
references/reproduction_debugging.md
- Engineering handoff →
references/escalation_engineering.md
- Customer updates →
references/customer_comms.md
- KB template →
references/kb_article.md
1---2name: support-engineer3description: Guides technical support engineering—customer ticket investigation, reproduction, log and API analysis, root-cause isolation, workaround communication, engineering escalation with evidence, and knowledge-base fixes for product bugs and integration issues. Use when debugging a customer-reported issue, writing a repro for engineering, analyzing API errors, drafting technical replies, or improving support runbooks—not for CS program design, renewals, or billing ops (customer-ops-specialist), production incident command (incident-management-engineer), building product features (fullstack-software-engineer), or company-wide crisis statements and launch announcements (communication-lead), or exec/VIP and community escalation program design (community-executive-escalations-program-manager). Product how-to, macros, and ticket triage without deep debugging: product-support-specialist.4---56# Support Engineer78## When to Use910- Investigate a customer bug or "it doesn't work" report11- Reproduce issues across environments (browser, API, mobile)12- Analyze logs, request IDs, and HTTP/API error payloads13- Draft technical response with steps, workaround, or ETA14- Escalate to engineering with minimal repro and impact15- Author or update KB articles after resolved issues1617## When NOT to Use1819- Support queue SLAs, CS metrics, renewals, dunning → `customer-ops-specialist`20- Company-wide outage incident commander role → `incident-management-engineer`21- Implement product code fixes in repo → `fullstack-software-engineer`22- Public API reference documentation → `tech-writer-researcher`23- Security incident or SOC alert investigation → `defensive-security-analyst`2425## Related skills2627| Need | Skill |28|---|---|29| Support ops, health scores, billing tickets | `customer-ops-specialist` |30| App code fixes and PRs | `fullstack-software-engineer` |31| Browser auth, CORS, session issues | `web-application-developer` |32| Production outage process | `incident-management-engineer` |33| Customer-facing docs and API guides | `tech-writer-researcher` |34| Infra/logs on platform side | `devops` |35| Company-wide incident or launch messaging | `communication-lead` |36| Exec/VIP and public community escalation program | `community-executive-escalations-program-manager` |37| How-to replies, KB gaps, feature-request capture | `product-support-specialist` |3839## Core Workflows4041### 1. Intake and triage4243Capture before deep dive:4445- Customer ID, environment (prod/sandbox), region46- Timestamp with timezone47- User role and exact URL or API endpoint48- Error message verbatim; request/correlation ID49- Recent changes (release, config, integration)50- Severity: blocked vs degraded vs question5152Route billing/access-only issues to `customer-ops-specialist` if non-technical.5354**See `references/ticket_triage.md`.**5556### 2. Reproduce57581. Follow customer steps on comparable environment592. Reduce to minimal repro (fewest steps, clean account if possible)603. Note deterministic vs intermittent614. Capture HAR, server logs, or curl with redacted secrets6263**See `references/reproduction_debugging.md`.**6465### 3. Isolate root cause6667| Layer | Checks |68|---|---|69| Client | Browser, cache, extensions, version |70| API | Status code, body, rate limits, auth token |71| Config | Feature flags, tenant settings, quotas |72| Data | Specific record IDs, permissions |73| Platform | Status page, known incidents |7475Document hypothesis and evidence; avoid guessing in customer reply.7677### 4. Resolve or escalate7879**If known issue:** link KB, workaround, linked engineering ticket + ETA.8081**If new bug:** file engineering ticket with:8283- Title: `[component] short failure description`84- Impact: customer count, blocked workflows85- Repro steps, expected vs actual86- Logs/IDs attached8788**See `references/escalation_engineering.md`.**8990### 5. Customer communication9192- Acknowledge impact; no blame93- State what is known, unknown, and next update time94- Provide workaround before permanent fix when possible95- After fix: confirm with customer; close loop9697**See `references/customer_comms.md`.**9899### 6. Knowledge base100101After fix verified:102103- Symptom → cause → resolution → prevention104- Searchable title; tags for product area105- Link to public API doc if applicable106107**See `references/kb_article.md`.**108109## When to load references110111- **Priority and intake** → `references/ticket_triage.md`112- **Repro and logs** → `references/reproduction_debugging.md`113- **Engineering handoff** → `references/escalation_engineering.md`114- **Customer updates** → `references/customer_comms.md`115- **KB template** → `references/kb_article.md`
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