support-engineer

Original：🇺🇸 English

Translated

Guides technical support engineering—customer ticket investigation, reproduction, log and API analysis, root-cause isolation, workaround communication, engineering escalation with evidence, and knowledge-base fixes for product bugs and integration issues. Use when debugging a customer-reported issue, writing a repro for engineering, analyzing API errors, drafting technical replies, or improving support runbooks—not for CS program design, renewals, or billing ops (customer-ops-specialist), production incident command (incident-management-engineer), building product features (fullstack-software-engineer), or company-wide crisis statements and launch announcements (communication-lead), or exec/VIP and community escalation program design (community-executive-escalations-program-manager). Product how-to, macros, and ticket triage without deep debugging: product-support-specialist.

2installs

Sourcedaemon-blockint-tech/agentic-enteprises-skill

Added on2026-05-20

NPX Install

npx skill4agent add daemon-blockint-tech/agentic-enteprises-skill support-engineer

SKILL.md Content

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Support Engineer

When to Use

Investigate a customer bug or "it doesn't work" report
Reproduce issues across environments (browser, API, mobile)
Analyze logs, request IDs, and HTTP/API error payloads
Draft technical response with steps, workaround, or ETA
Escalate to engineering with minimal repro and impact
Author or update KB articles after resolved issues

When NOT to Use

Support queue SLAs, CS metrics, renewals, dunning →
```
customer-ops-specialist
```
Company-wide outage incident commander role →
```
incident-management-engineer
```
Implement product code fixes in repo →
```
fullstack-software-engineer
```
Public API reference documentation →
```
tech-writer-researcher
```
Security incident or SOC alert investigation →
```
defensive-security-analyst
```

Related skills

Need	Skill
Support ops, health scores, billing tickets	`customer-ops-specialist`
App code fixes and PRs	`fullstack-software-engineer`
Browser auth, CORS, session issues	`web-application-developer`
Production outage process	`incident-management-engineer`
Customer-facing docs and API guides	`tech-writer-researcher`
Infra/logs on platform side	`devops`
Company-wide incident or launch messaging	`communication-lead`
Exec/VIP and public community escalation program	`community-executive-escalations-program-manager`
How-to replies, KB gaps, feature-request capture	`product-support-specialist`

Core Workflows

1. Intake and triage

Capture before deep dive:

Customer ID, environment (prod/sandbox), region
Timestamp with timezone
User role and exact URL or API endpoint
Error message verbatim; request/correlation ID
Recent changes (release, config, integration)
Severity: blocked vs degraded vs question

Route billing/access-only issues to

customer-ops-specialist

if non-technical.

See
references/ticket_triage.md
.

2. Reproduce

Follow customer steps on comparable environment
Reduce to minimal repro (fewest steps, clean account if possible)
Note deterministic vs intermittent
Capture HAR, server logs, or curl with redacted secrets

See
references/reproduction_debugging.md
.

3. Isolate root cause

Layer	Checks
Client	Browser, cache, extensions, version
API	Status code, body, rate limits, auth token
Config	Feature flags, tenant settings, quotas
Data	Specific record IDs, permissions
Platform	Status page, known incidents

Document hypothesis and evidence; avoid guessing in customer reply.

4. Resolve or escalate

If known issue: link KB, workaround, linked engineering ticket + ETA.

If new bug: file engineering ticket with:

Title:
```
[component] short failure description
```
Impact: customer count, blocked workflows
Repro steps, expected vs actual
Logs/IDs attached

See
references/escalation_engineering.md
.

5. Customer communication

Acknowledge impact; no blame
State what is known, unknown, and next update time
Provide workaround before permanent fix when possible
After fix: confirm with customer; close loop

See
references/customer_comms.md
.

6. Knowledge base

After fix verified:

Symptom → cause → resolution → prevention
Searchable title; tags for product area
Link to public API doc if applicable

See
references/kb_article.md
.

When to load references

Priority and intake →
```
references/ticket_triage.md
```
Repro and logs →
```
references/reproduction_debugging.md
```
Engineering handoff →
```
references/escalation_engineering.md
```
Customer updates →
```
references/customer_comms.md
```
KB template →
```
references/kb_article.md
```