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Support & Customer Engineering · 300-level

Support & Customer Engineering

A senior-level deep dive into running support as engineering: systematic troubleshooting, incident and outage communication, deflection economics, metrics that resist gaming, and turning recurring tickets into permanent fixes, tools, and proactive prevention.

Sit Chuun — free All modules
SUP-3013 creditselectiveno prerequisites
Start this course — free
What's inside

Sections & lessons

01

The support mindset & tiers

  • What T1, T2, and T3 actually ownconcept35 min
  • Ownership: driving a ticket to done, not just to the next queueconcept35 min
  • Empathy at scale: the reported problem is rarely the real oneconcept35 min
  • The support-to-engineering pipeline: turning tickets into product signalconcept35 min
02

Systematic troubleshooting

  • Hypothesis-driven debugging: from symptom to testable guessconcept40 min
  • Bisection: halving the search space instead of scanning itconcept40 min
  • Avoiding rabbit holes: timeboxing and knowing when to change approachconcept35 min
  • A guided troubleshooting walkthrough: intermittent checkout failuresdemo45 min
03

Reading logs & reproducing bugs

  • Reading logs: levels, structure, and what to grep forconcept40 min
  • Correlation IDs and distributed traces: following one request across servicesconcept45 min
  • Building a minimal reproduction: the most valuable artifact in supportdemo45 min
  • Environment parity: why 'works on my machine' wastes daysconcept35 min
04

Communication under pressure

  • The anatomy of a status update the customer can act onconcept35 min
  • Setting expectations and saying 'I don't know yet' with authorityconcept35 min
  • De-escalation: turning an angry ticket aroundconcept35 min
05

Escalation & incident comms

  • Severity, thresholds, and how to escalate an incidentconcept40 min
  • Incident roles and the single source of truthconcept35 min
  • Customer comms during an outage: the status page as a promiseconcept35 min
  • The blameless postmortem: learning from an incident without blamedemo45 min
06

Knowledge management & deflection

  • Writing KB articles people actually find and useconcept35 min
  • Self-service and the economics of deflectionconcept40 min
  • Canned responses and macros that don't feel cannedconcept35 min
07

Support metrics & SLAs

  • The core support metrics: response time, resolution time, and CSATconcept35 min
  • SLAs: what they promise and how to handle a breachconcept35 min
  • Backlog health: reading the queue as a flow systemconcept40 min
  • Gaming the metric: Goodhart's law and how to resist itconcept35 min
08

Customer/support engineering & automation

  • From ticket to fix: the support engineering disciplineconcept40 min
  • Building a self-serve diagnostic from a ticket pattern: a walkthroughdemo45 min
  • Proactive support: reaching the customer before the ticketconcept35 min
  • Synthesis: the support engineer's operating systemreflection40 min
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This module ends in a gate you can fail.

That's what makes passing it mean something. Sit Chuun, get placed, and start earning.

Sit Chuun — free All modules