{
  "id": "workflow:tier2-escalation-management",
  "_kind": "Workflow",
  "_file": "workflows/workflows/workflows-support-deep.yaml",
  "_cluster": "workflows",
  "attributes": {
    "displayName": "Tier-2 Escalation Management",
    "workflowKind": "operational",
    "triggerType": "event-driven",
    "typicalCadence": "per-event",
    "complexity": "cross-team",
    "description": "Manages the escalation of support cases from L1 generalist agents to L2/L3\nspecialist engineers — defining escalation criteria based on issue complexity,\ncustomer tier, and time-in-queue thresholds, packaging diagnostic context\n(logs, reproduction steps, environment details) into structured escalation\nhandoff documents, routing to the appropriate specialist queue by technology\ndomain, tracking escalation-to-resolution time, and feeding resolution\npatterns back to L1 as knowledge base updates. Produces escalation handoff\npackets, specialist utilization reports, and deflection-opportunity analyses.\nExcludes L1 ticket handling.\n"
  },
  "outgoingEdges": [
    {
      "from": "workflow:tier2-escalation-management",
      "to": "role:bug-triager",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:tier2-escalation-management",
      "to": "role:debugger",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:tier2-escalation-management",
      "to": "role:fullstack-engineer",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:tier2-escalation-management",
      "to": "skill-area:incident-response",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:tier2-escalation-management",
      "to": "skill-area:observability-pipeline",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:tier2-escalation-management",
      "to": "domain:customer-experience",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:tier2-escalation-management",
      "to": "domain:software-engineering",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:tier2-escalation-management",
      "to": "responsibility:triage-incoming-issues",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:tier2-escalation-management",
      "to": "responsibility:runbook-authoring",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:tier2-escalation-management",
      "to": "org-unit:support-team",
      "kind": "performed_by_org_unit",
      "attributes": {}
    },
    {
      "from": "workflow:tier2-escalation-management",
      "to": "org-unit:engineering",
      "kind": "performed_by_org_unit",
      "attributes": {}
    }
  ],
  "incomingEdges": []
}