Support Tier Structure Design overview

Designs or redesigns the support tier structure to match organizational scale and customer needs -- defining L1, L2, and L3 tier boundaries with clear skill requirements, issue complexity thresholds, and technology domain ownership, establishing escalation paths with handoff protocols, context packaging requirements, and maximum time-at-tier limits, designing SLA tiers mapped to customer contract levels with response and resolution time commitments, modeling staffing ratios across tiers based on historical ticket volume and complexity distribution, defining tier-specific tooling and access requirements, creating career progression pathways between tiers, and documenting cross-tier collaboration protocols for complex multi-domain issues. Produces tier structure document, escalation flow diagrams, SLA tier matrix, and staffing model. Excludes hiring execution.