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  "title": "The Lost Art of Technical Support",
  "subtitle": "When Escalation Replaced Troubleshooting",
  "thesis": "Every support capability should reduce uncertainty before transferring a problem; otherwise tiered support becomes expensive routing.",
  "abstract": "A technical-leadership essay on support as progressive uncertainty reduction, defining capability expectations for L1 through L4, an Escalation Readiness Contract, and the organizational cost of forwarding problems without diagnosis.",
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    "name": "Tony Malott",
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  "dates": {
    "created": "2026-08-20",
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    "managed-services",
    "troubleshooting",
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    "engineering",
    "service-management"
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