Support engineering is one of those roles people assume AI will just delete. In practice, we're seeing it shift from 'tier-1 triage' to 'people who supervise and improve the agents.'
The blog touches on this with an ITIL lens — agents handle the repeatable stuff, and the human's job becomes exception handling and keeping the knowledge base fresh.
Anyone else watching their support team's role change? I think it's one of the most underrated stories in AI right now.
I wrote this up in more detail in the full blog post — Autonomous Problem Solving: How AI Agents Are Redefining Support Engineering — with the deeper context, data, and code. Give it a read if you're curious.
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