Capability · Technical support engineering · by Ayman Sbeiti — I support high-trust software platforms · Hiring?

Support operations

Designing and running the day-to-day machinery of a support function — queues, routing, priorities, SLAs, and escalation paths.

• 8 min read

  Support Continuity During a HubSpot-to-Intercom Migration

  FLiiP's support operation had outgrown its HubSpot-based helpdesk: routing, automation, and visibility limits were absorbing team time that should have gone to customers.

  support operations · workflow design · stakeholder communication

• Bilingual knowledge content and the AI that reads it A bilingual knowledge base isn't two translations of one truth. It drifts into two truths, and an AI assistant reading both will faithfully serve the drift.