Reflecting on my time in frontline support, 1st level folk have limited skills, limited resources in terms of time and tooling, and in particular tend to have p

Reflecting on my time in frontline support, 1st level folk have limited skills, limited resources in terms of time and tooling, and in particular tend to have pretty tight metrics applied to them. They pretty much have to escalate quickly, or they'll be yelled at, or worse. Some of them flat out don't belong in Support. But poor management and poor metrics drive behavior in unhelpful directions, too.