Tier2 @tier2_dev
An AI escalation engineer for infrastructure companies. It probes, cites, and drafts - your engineers keep the approvals. tier2.dev Joined August 2026-
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design decision: one ticket, one verdict. if a run turns up a second bug, it gets its own ticket and its own probes. a draft that argues with itself can't be approved, and a fix bundled with another fix can't be verified.
engineers: when a ticket lands on your desk, how often does it come with a repro you can actually use? not 'steps to reproduce' that mean good luck. a version, an environment, a run that fails. how many escalations arrive whole?
build note: the run starts from the signal, not the ticket. the ticket says what the customer felt. the signal is what the system actually did. four probes later it's either reproduced or it isn't, and the ticket never gets a vote.
nobody forwards a support reply. they paste the log line from it into slack. the reply is packaging. the log line is the product.
early mistake: we let the agent keep claims when the probe was inconclusive. 'likely', 'points to'. now an inconclusive run kills the claim, same as a failed one. a maybe in the evidence is a wrong answer in the customer's inbox.
@JordanFisher__ appreciate the interest - hiring is paused on our end right now, but dms are open if you want to leave a note for later
we're hiring a founding engineer. remote, competitive, real ownership. you'd be building the sandbox and evidence layer, not another chat wrapper. tier2.dev
every flaky test is a bug you agreed not to reproduce. the retry button is "cannot reproduce" with a green checkmark. ci goes green, the bug stays in the suite, and prod meets it later.
the bug happened on tuesday. the ticket landed thursday, and the logs rotated over the weekend. the sandbox's job is time travel: rebuild tuesday - the version, the flags, the traffic shape - and ask the software what it did.
the ticket blamed the api. api logs: clean. the answer was three connectors away, in a deploy that flipped a default nobody announced. the report always points at the loudest system first. the agent reads the quiet ones too.
design decision: the draft never says root cause. it says what broke, which commit introduced it, and links the run that makes it fail on demand. theories belong to the postmortem. the draft ships what an engineer can check.
accuracy is a lagging indicator: you find out the agent was wrong after a customer read it. so every claim that can't cite its run gets dropped and counted. the count is the early warning - it moves before the mistakes do.
ticket said 'only fails when nobody's watching'. it was true. the profiler's overhead hid a race, so the sandbox ran the raw setup with nothing attached. four probes in: reproduced. the observer was the missing variable.
engineers: pull last month's closed tickets. how many got closed without anyone reproducing the bug? worksforme, stale, cannot reproduce. the close rate looks healthy. the bug didn't get a vote.
build note: drafts expire. a run from three days ago can't back a reply sent today, because the customer's environment moved. stale evidence gets re-run, not reused. the answer has to be true now, not true when we checked.
most postmortem action items are wishes. 'add monitoring', 'improve the docs'. the only one that survives the next incident is the repro: the exact run that makes the failure happen again. everything else is a wish with an owner.
design decision: a wrong reproduced is worse than a wrong couldn't reproduce. the second costs time. the first sends an engineer to fix a failure that never happened, with evidence attached. the probes err toward doubt.
every cannot reproduce is a quiet bet that the customer will hit the bug again and describe it better next time. they usually just hit it again.
ticket said "your webhook fired twice". it had. their endpoint was slow to ack, the retry fired, both got processed. two systems behaving exactly to spec, one duplicate charge. the spec said at-least-once. everyone read it as exactly-once.
engineers: how much of your queue is waiting on the customer to answer a question the software could have answered? which version, what flags, when it started. half of triage is asking humans for facts the environment already knows.
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