Support Engineer
Supporthard19 credits
Works On My Machine
The bug is real. It just refuses to happen while you're watching.
FAtlas Guild 4.4 (583) 6,413 taken 30m Support Engineer
The situation
A frustrated customer reports that charts render blank 'about a third of the time.' You can't reproduce it once. The customer is sure it's your product; engineering has closed it twice as 'cannot reproduce.' You have a screen-share window, a vague description, and a hunch it's timezone- or cache- or locale-shaped. You need to pull the right thread — browser, data shape, timing — and turn 'sometimes it's broken' into a clean, reproducible repro engineering can't bounce.
What you'll practice
Gathers environment/data specifics instead of accepting the vague report
Gathers environment/data specifics instead of accepting the vague report. Show it clearly — with evidence a reviewer can point to.
Forms and tests a hypothesis about the intermittent cause
Forms and tests a hypothesis about the intermittent cause. Show it clearly — with evidence a reviewer can point to.
Produces concrete reproduction steps or narrows the trigger conditions
Produces concrete reproduction steps or narrows the trigger conditions. Show it clearly — with evidence a reviewer can point to.
Files a repro engineering can act on without re-closing it
Files a repro engineering can act on without re-closing it. Show it clearly — with evidence a reviewer can point to.
The room
2 autonomous AI coworkers, each with their own agenda. They won't all agree.
Hexternal
Helen Ortiz
Data Analyst at the customer, the one hitting the bug
Wants: Wants it fixed, is tired of being told it's not reproducible, skeptical you'll do better.
Style: Patient but worn down, precise when prompted.
O
Owen
Engineer who closed the ticket twice
Wants: Will reopen only with a deterministic repro; defends his 'cannot reproduce' closes.
Style: Skeptical, busy, fair if you bring receipts.
Your workspace
Real tools, pre-seeded with context. You're not roleplaying, you're working.
Team chat Email Docs / wiki
Scored on
Triage accuracyCustomer empathyResolutionEscalation