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