Research Archive
The blog for technical support teams.
Essays, frameworks, and operating notes on how strong support teams get from vague ticket to defensible answer.
2 published articlesLatest publication: April 21, 2026
02
April 21, 2026
LatestHow I Automated L2 Support
The story of how I automated L2 support at a startup using AI and how that ended up becoming Lumen.
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01
April 6, 2026
Engineers keep getting pulled into support
Many AI support tools just search the knowledge base and repeat what is already written there. They can help with simple tickets, but they do not help support teams investigate the hard ones, so engineers still get pulled into support.
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