How Support Engineers Actually Solve Production Issues (L1 → L2 → L3 Deep Dive)
Most engineers think support is about “fixing tickets.” It isn’t. Support engineering is a real-time decision system operating under uncertainty, where engineers continuously observe signals, form hypotheses, test them, and take action. This post walks through the actual end-to-end workflow followed by L1, L2, and L3 support engineers in real production systems — with real thinking patterns, not just steps. The Big Picture (High-Level Flow) Every incident flows through a common lifecycle: ...