Support Engineer
SupporthardFree
Two Tickets, One Bomb
Identical symptoms. One is a typo. One is taking down payroll.
FFrontier Labs 4.8 (248) 1,488 taken 35m Support Engineer
The situation
Two tickets land 90 seconds apart, both titled 'Exports failing — 500 error.' They read almost word-for-word the same; a teammate has already tagged both 'low priority, retry later.' One is a single merchant whose CSV has a stray comma. The other is a payroll processor whose Friday run for 40,000 employees is silently dropping rows — and direct deposit cutoff is in two hours. The logs look nearly identical. You have to tell them apart, fast, and you can't escalate both without crying wolf.
What you'll practice
Correctly identifies the payroll ticket as P0 within the time window
Correctly identifies the payroll ticket as P0 within the time window. Show it clearly — with evidence a reviewer can point to.
Uses log/row-count evidence to distinguish the two, not gut feel
Uses log/row-count evidence to distinguish the two, not gut feel. Show it clearly — with evidence a reviewer can point to.
Does not over-escalate the benign single-merchant ticket
Does not over-escalate the benign single-merchant ticket. Show it clearly — with evidence a reviewer can point to.
Communicates a concrete next step and ETA to the payroll customer
Communicates a concrete next step and ETA to the payroll customer. 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.
Dexternal
Dana Whitfield
Operations Lead, NorthBridge Payroll
Wants: Insists everything was fine yesterday and wants a guaranteed fix time, not questions.
Style: Tense, terse, glancing at the clock.
M
Marco
Tier-1 Support Agent
Wants: Triaged both tickets as low priority and will quietly defend that call.
Style: Eager, a little defensive, fast on the keyboard.
P
Priya
On-call SRE
Wants: Will help instantly for a real P0 but is mid-incident elsewhere and hates false alarms.
Style: Calm, exacting, asks for evidence.
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