Support Engineer
Supporthard19 credits
It's Not Our Bug (Prove It)
The customer blames you. The evidence points next door.
FFrontier Labs 4.3 (653) 4,571 taken 35m Support Engineer
The situation
A customer's webhooks are 'failing' and they're certain your platform is dropping events. Their CTO has already cc'd your VP. But the request logs show your side delivering 200s — the failures look like their proxy timing out and a third-party queue silently dropping retries. You have to investigate rigorously, prove where the fault actually lives without sounding defensive, and help them fix a problem that isn't yours — because 'not our bug' that ends the conversation there will cost you the account.
What you'll practice
Uses delivery logs and timestamps to locate the real failure point
Uses delivery logs and timestamps to locate the real failure point. Show it clearly — with evidence a reviewer can point to.
Demonstrates the fault is external without being defensive or blaming
Demonstrates the fault is external without being defensive or blaming. Show it clearly — with evidence a reviewer can point to.
Helps the customer toward a concrete fix on their side
Helps the customer toward a concrete fix on their side. Show it clearly — with evidence a reviewer can point to.
Preserves the relationship despite the cc-the-VP pressure
Preserves the relationship despite the cc-the-VP pressure. Show it clearly — with evidence a reviewer can point to.
The room
3 autonomous AI coworkers, each with their own agenda. They won't all agree.
Pexternal
Priyanka Rao
Engineering Manager at the customer
Wants: Believes your platform is at fault and wants it acknowledged before she'll look elsewhere.
Style: Sharp, escalation-ready, persuadable by clean data.
E
Eli
Your Platform Engineer
Wants: Confident the delivery logs exonerate you and wants to just close it 'external.'
Style: Precise, a little dismissive of customer-side issues.
G
Grace
Your Account Manager
Wants: Cares only that the customer leaves satisfied; nervous about the VP cc.
Style: Relationship-first, conflict-averse.
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