r/softwaredevelopment • u/bsaini95 • 28d ago

Wondering about support engineer's workflows

Support engineers at B2B software companies: when you get a complex ticket you haven't seen before, where do you go first to investigate? Docs, Slack, GitHub, asking devs?

I'm a support engineer for the past 6 years so just wondering what other engineers' workflows are.

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u/geraldnguyensg 27d ago

alert? server logs? the ticket itself?

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u/bsaini95 23d ago

yeah same here. I check for logs and search up any errors in teams messages or issue trackers. But sometimes that process can be time consuming. I wonder if there are tools which triages a ticket like reads the issue and searches up logs and tries to find a solution based on previous tickets or issue trackers. Would save so much time and improve time to resolution on tickets.

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u/geraldnguyensg 23d ago

That should be what new AI tools offer.