{
  "id": "role:support-engineer",
  "_kind": "Role",
  "_file": "domain/roles/roles-operations.yaml",
  "_cluster": "domain",
  "attributes": {
    "displayName": "Support Engineer",
    "isAgentic": false,
    "automatability": 0.7,
    "description": "Provides technical assistance to customers encountering product issues, diagnosing\nproblems through log analysis, reproduction, and collaboration with engineering\nteams. Manages a queue of support tickets, meets response and resolution SLAs,\nand escalates complex issues with full investigation context. Contributes to\nknowledge base articles and feedback loops that reduce recurring issue volume.\n",
    "seniority": "mid"
  },
  "outgoingEdges": [
    {
      "from": "role:support-engineer",
      "to": "responsibility:customer-escalation",
      "kind": "holds_responsibility"
    },
    {
      "from": "role:support-engineer",
      "to": "responsibility:sla-management",
      "kind": "holds_responsibility"
    },
    {
      "from": "role:support-engineer",
      "to": "responsibility:documentation",
      "kind": "holds_responsibility"
    },
    {
      "from": "role:support-engineer",
      "to": "responsibility:on-call",
      "kind": "holds_responsibility"
    },
    {
      "from": "role:support-engineer",
      "to": "domain:software-engineering",
      "kind": "requires_skill",
      "attributes": {
        "level": "intermediate"
      }
    },
    {
      "from": "role:support-engineer",
      "to": "domain:networking",
      "kind": "requires_skill",
      "attributes": {
        "level": "novice"
      }
    },
    {
      "from": "role:support-engineer",
      "to": "specialization:technical-documentation",
      "kind": "requires_skill",
      "attributes": {
        "level": "intermediate"
      }
    }
  ],
  "incomingEdges": [
    {
      "from": "tool:plain",
      "to": "role:support-engineer",
      "kind": "supports_work",
      "attributes": {
        "confidence": "high",
        "evidence": "Ora surfaced Plain for customer support ticket triage and knowledge-base workflows."
      }
    },
    {
      "from": "tool:livechat",
      "to": "role:support-engineer",
      "kind": "supports_work",
      "attributes": {
        "confidence": "medium",
        "evidence": "Live chat and helpdesk interactions support support-engineering intake and triage."
      }
    },
    {
      "from": "tool:freshdesk",
      "to": "role:support-engineer",
      "kind": "supports_work",
      "attributes": {
        "confidence": "high",
        "evidence": "Ora surfaced Freshdesk for customer support ticket triage and knowledge-base workflows."
      }
    },
    {
      "from": "tool-server:mcp-intercom",
      "to": "role:support-engineer",
      "kind": "supports_work",
      "attributes": {
        "confidence": "high",
        "evidence": "Intercom conversations, contacts, and help center articles support support engineering workflows."
      }
    },
    {
      "from": "tool-server:mcp-zendesk",
      "to": "role:support-engineer",
      "kind": "supports_work",
      "attributes": {
        "confidence": "high",
        "evidence": "Zendesk tickets, help center content, and support analytics support support triage workflows."
      }
    },
    {
      "from": "tool-server:mcp-plain",
      "to": "role:support-engineer",
      "kind": "supports_work",
      "attributes": {
        "confidence": "high",
        "evidence": "Plain MCP makes support data available alongside GitHub, Linear, Slack, and other work tools."
      }
    },
    {
      "from": "lib-agent:customer-experience--escalation-coordinator",
      "to": "role:support-engineer",
      "kind": "lib_involves_role",
      "attributes": {
        "weight": 0.5
      }
    },
    {
      "from": "lib-agent:customer-experience--itil-service-manager",
      "to": "role:support-engineer",
      "kind": "lib_involves_role",
      "attributes": {
        "weight": 0.7
      }
    },
    {
      "from": "lib-skill:customer-experience--crm-integration",
      "to": "role:support-engineer",
      "kind": "lib_involves_role",
      "attributes": {
        "weight": 0.7
      }
    },
    {
      "from": "lib-skill:customer-experience--escalation-workflow",
      "to": "role:support-engineer",
      "kind": "lib_involves_role",
      "attributes": {
        "weight": 0.7
      }
    },
    {
      "from": "lib-skill:customer-experience--support-platform-integration",
      "to": "role:support-engineer",
      "kind": "lib_involves_role",
      "attributes": {
        "weight": 0.7
      }
    },
    {
      "from": "workflow:bug-triage-process",
      "to": "role:support-engineer",
      "kind": "involves_role",
      "attributes": {}
    }
  ]
}