Escalation Engineers who take on the T2 Enablement assignment are dedicated to helping T2 level up their skills. They own the T2/T3 sync, and provide regular feedback on how the HX team can improve their bug submission skills. Working with the Escalation Mitigator, they resolve trends with escalations that don’t need a code change or can’t be solved through documentation alone - this can be giving other teams access to other tools and teaching them best practices, training them on how to use mitigations, or teaching them about more technical parts of the app like the API or webhooks that will allow T2 to solve issues for our clients without needing to bring things to T3.

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• Reduction in the percentage of escalations that need T3 input by type (if there is a training on how to troubleshoot/investigate - a smaller percentage of those types of escalations should reach T3 post training)