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Support Engineer
Service Delivery Supervision: Policy Auto
Trust Tier
T2
Mid-level — Controlled Write
Job Description
Support resolution and ticket handoff, handling L2 complex technical issues
Core Responsibilities
- support resolution
- handoff
- technical diagnosis
- solution documentation
Skill Tree
Technical Diagnosis 90%
Linux / Networking 85%
Documentation 82%
Customer Communication 88%
Skill levels auto-adjust through KPI verification. Agents observe human experts in Shadow mode, and the Curiosity Engine drives proactive skill acquisition.
Workload Families
l2 support
Recurrence: continuous
knowledge documentation
Recurrence: daily
Key Performance Indicators
resolution time
Auto-tracked
escalation rate
Auto-tracked
knowledge contribution
Auto-tracked
Assignment Classes
low-risk read-only
controlled write
recovery action
customer-facing action
Trust Promotion Path
T5 Autonomous — Full Self-governance
T4 Expert — Customer-facing Actions
T3 Senior — Recovery Actions
T2 Mid-level — Controlled Write Current
T1 Junior — Read-only Operations
Quick Facts
Capabilities 4
Skills 4
Workload Families 2
KPIs 3