II.
Role overview
Reference · liverole:support-engineer
Support Engineer overview
Provides technical assistance to customers encountering product issues, diagnosing problems through log analysis, reproduction, and collaboration with engineering teams. Manages a queue of support tickets, meets response and resolution SLAs, and escalates complex issues with full investigation context. Contributes to knowledge base articles and feedback loops that reduce recurring issue volume.
Attributes
displayName
Support Engineer
isAgentic
false
automatability
0.7
description
Provides technical assistance to customers encountering product issues, diagnosing
problems through log analysis, reproduction, and collaboration with engineering
teams. Manages a queue of support tickets, meets response and resolution SLAs,
and escalates complex issues with full investigation context. Contributes to
knowledge base articles and feedback loops that reduce recurring issue volume.
seniority
mid
Outgoing edges
holds_responsibility4
- responsibility:customer-escalation·ResponsibilityCustomer Escalation
- responsibility:sla-management·ResponsibilitySLA Management
- responsibility:documentation·ResponsibilityDocumentation
- responsibility:on-call·ResponsibilityOn-Call
requires_skill3
- domain:software-engineering·DomainSoftware Engineering
- domain:networking·DomainNetworking
- specialization:technical-documentation·Specialization
Incoming edges
involves_role1
- workflow:bug-triage-process·WorkflowBug Triage Process
lib_involves_role5
- lib-agent:customer-experience--escalation-coordinator·LibraryAgentescalation-coordinator
- lib-agent:customer-experience--itil-service-manager·LibraryAgentitil-service-manager
- lib-skill:customer-experience--crm-integration·LibrarySkillcrm-integration
- lib-skill:customer-experience--escalation-workflow·LibrarySkillescalation-workflow
- lib-skill:customer-experience--support-platform-integration·LibrarySkillsupport-platform-integration
supports_work6
- tool:plain·ToolPlain
- tool:livechat·ToolLiveChat
- tool:freshdesk·ToolFreshdesk
- tool-server:mcp-intercom·ToolServerIntercom MCP Server
- tool-server:mcp-zendesk·ToolServerZendesk MCP Server
- tool-server:mcp-plain·ToolServerPlain MCP Server